Technical Support Specialist
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Job Description
Expert support technique chez Pennylane, éditeur de logiciels de comptabilité et gestion financière. Investigation des bugs SaaS et coordination avec développeurs, produit et support.
Responsibilities:
- Handle bug reports and investigation tickets submitted by users, partners, and stakeholders
- Analyze, diagnose, and reproduce bugs or incidents
- Assess severity and prioritize requests
- Organize issue resolution through to completion
- Maintain regular follow-up and clear communication with stakeholders
- Develop a strong understanding of Pennylane’s core platform features and modules
- Coordinate issue resolution with developers, Product, QA, Operations, and other support teams
- Document knowledge, solutions, and processes in the knowledge base
- Identify trends and recurring issues, and propose process or product improvements
- Help implement training programs and corrective or preventive solutions
- Support the onboarding and development of new team members
- Share best practices and foster collaboration
- Manage the backlog independently and participate in cross-functional meetings
- Act as the point of contact between Customer Success teams and developers
- Make decisions and contribute to career development toward technical expertise, project management, training, or people management
Requirements:
- 2 years of experience in technical support within a company offering SaaS solutions
- Good knowledge of REST APIs, particularly Swagger, Postman, and related methods
- Strong curiosity about technology
- SQL knowledge is a plus
- Fluent written English and good listening comprehension
- Strong attention to detail and ability to explain technical topics clearly
- Ability to collaborate in a constantly changing environment
- Ability to prioritize actions with the greatest business impact
- Based in France, as this position is listed as “All France (remote)”
Benefits:
- One of the best health insurance plans on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- 6 to 12 additional days off per year, in addition to 25 days of paid leave
- The opportunity to improve your English with Busuu
- A monthly budget to support working from home or from a coworking space
- A BSPCE stock-option package
- Access to 8,000 gyms throughout France and more than 300 wellness activities through Gymlib
- A Mac
- Tech Days every three months for remote Pennylaners
- An annual company off-site
- An inclusive, caring work environment that supports personal and professional growth
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