Are you looking for a stimulating professional environment built on autonomy and trust? Pennylane offers you the opportunity to grow within a rapidly expanding company. Here, your expertise will directly help entrepreneurs regain control over their finances. Discover a place where your skills will be valued and where you can shape the future of financial management. **Our vision** Our ambition is to become the preferred financial management software for European SMEs. We help entrepreneurs eliminate time-consuming accounting and finance tasks while giving them access to key financial insights to support better business decisions. At the same time, we assist accounting firms by enabling them to spend less time on redundant and repetitive tasks—and more time advising and supporting their clients. **About Pennylane** Pennylane is one of France’s fastest-growing FinTech companies and aims to soon enter the broader European market. In just five years, we have: Established ourselves in the market as an innovative provider of accounting and financial management solutions Raised a total of €400 million from renowned investors—including Sequoia, Silicon Valley’s flagship fund known for backing Google, Facebook, Airbnb, Stripe, PayPal, and many others at their inception Grown from 7 co-founders to a team of 1,000 employees, maintaining an average Glassdoor rating of 4.9/5, with 94% of Glassdoor reviewers recommending Pennylane to friends and family! Built an international team composed of colleagues from 25 different countries, supported by a highly flexible remote-work culture Earned the trust of thousands of users and received outstanding feedback Already more than 900,000 micro, small, and medium-sized enterprises (MSMEs) and over 6,000 accounting firms use Pennylane in France! **Why is this role so important to us?** Our solution is the primary working tool for our accounting firms, partners, and business leaders. Therefore, the quality of these users’ work heavily depends on the quality of our solution. As a Technical Support Expert, you guarantee the reliability and daily proper use of the Pennylane platform. You are responsible—among other things—for the most technically complex issues, which can significantly impact customer satisfaction and Pennylane’s reputation. **How will you contribute to the project?** You serve both as the technical expert and the privileged point of contact between our partner support teams and our development teams. You constantly interact with other departments (such as Product or Ops), so strong interpersonal skills are essential! You investigate various malfunctions reported by our users or support teams, prioritize them based on urgency and criticality, and ensure regular follow-up until resolution—collaborating closely with developers. **What will your day-to-day responsibilities be?** * **Ticket management, investigation, and tracking:** Handle tickets (whether bugs or investigations) reported by users, partners, or stakeholders; analyze and diagnose bugs or incidents; assess their criticality to prioritize them; organize efficient handling until resolution; and ensure regular follow-up and clear communication with stakeholders throughout the process * **Product knowledge:** Master core features and modules; be able to use the platform, explain how it works, or reproduce customer use cases * **Coordination with internal teams:** Collaborate closely with developers, product teams, other support teams, etc., to ensure rapid and sustainable resolution of identified issues (QA, processes, etc.) * **Documentation:** Formalize acquired knowledge, solutions applied, and processes in the knowledge base to enrich our internal reference material and facilitate future ticket handling and resolution * **Continuous improvement:** Report trends or recurring issues to your team lead; propose process or product improvements; and participate in implementing corrective or preventive training and solutions * **Peer support and training:** Support onboarding and skill development of new team members through various formats; share best practices; and encourage peer assistance within the team. Here is your detailed roadmap: **First 3 months:** * Join your team and spend time with each member to familiarize yourself with this new environment, * Learn everything you need to know about our company, our vision, and our various departments, * Train on the product using e-learning modules as well as workshops led by team members, * Shadow experienced team members to gradually discover your responsibilities, * Begin handling the simplest support topics—with guidance from an experienced team member **Months 4–6:** * Gain solid familiarity with the tool and fully transition to bug management, * Independently manage your backlog and learn to effectively prioritize requests, * Learn to master our product development organization and communicate efficiently with developers (the majority of our tech team is English-speaking, so fluency in English is required), * Stay updated on the latest product releases to deepen your tool expertise, * Participate in meetings with other teams or departments and share your technical expertise and understanding of client challenges. **And beyond…:** As a Technical Support Expert and liaison between multiple teams, you’ll be responsible for ensuring smooth collaboration across all parties—and may occasionally need to arbitrate or make decisive calls on required actions, Given Pennylane’s rapid growth, you’ll have numerous opportunities to advance into increasingly specialized technical expertise, complex project management, training, or leadership roles. **Ideal candidate profile:** * You have 2 years of experience in technical support within a SaaS company. * Solid understanding of REST APIs: Swagger, Postman (software, collections), HTTP methods * Curiosity about technology (SQL knowledge is a plus) * Fluent written English and strong spoken comprehension to communicate effectively with our international developer teams * Demonstrated rigor and pedagogical ability to best address client requests **Recruitment process:** * *Initial conversation with* *Leaticia**, Talent Acquisition \- 30 min)* * *Case study and debriefing with two team members \- Mélanie, William, or Marco \- 60 min* * *Interview with your direct manager \- Thibault or Viviane \- 60 min* * *Interview with the Head of Customer Support \- Johan \- 30 min* **What we offer you:** One of the top-tier health insurance plans on the market (Alan Blue and Alan Mind) Meal vouchers (Swile card) Between 6 and 12 additional RTT days on top of the standard 5 weeks of paid vacation Opportunity to improve your English via Busuu A dedicated monthly budget for all Pennylaners, supporting remote work or coworking space usage Easy access to our offices—located just minutes from Saint-Lazare in central Paris BSPCE stock option package Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib A Mac computer We collectively practice numerous sports and regularly gather for company-wide events such as Tech Days (which bring remote Pennylaners together every three months) and our annual company seminar—designed to foster strong cohesion across the entire team. **To thrive at Pennylane, you’ll need to:** * Speak English (proficiency level is assessed and valued according to the department you apply to) * Enjoy working in a constantly evolving environment * Prioritize collaboration—both within your team and with other stakeholders * Maintain sufficient strategic perspective to prioritize high-impact business actions in your daily work. We recognize that some individuals may be less likely to apply if they feel they don’t meet every single criterion. If you’re hesitant, we still encourage you to apply: who knows—it could be the start of a meaningful and lasting collaboration! ***Important notice for candidates*** *Recruitment fraud attempts are on the rise. We urge you to remain vigilant during your interactions.* ***Applications exclusively via our official channels*** *: submit applications only through our official job postings on our career site or official partner pages.* ***Always verify the sender’s email address*** *: our communications are sent exclusively from professional addresses ending in* ***@******pennylane.com*** or **@pennylane\-partners.com** **.** ***We will never ask for payment or financial information*** *(bank details, interview fees, equipment purchases, etc.) in
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
