Technical Support Engineer (full remote possible)

Are you looking to have an impact on the daily life of millions of entrepreneurs in France and Europe?

Do you thrive in a trustful, fast-paced environment?

Then Pennylane might be the right place for you — and you, might be the perfect fit for this role 🙂

Our vision

We aim to become the most beloved financial Operating System of European SMEs.

We help business owners get rid of the time consuming hassle of handling accounting and finance, while giving them access to key information that they can use to make better decisions.

Meanwhile, we’re helping accountants. By using Pennylane, rather than doing manual and repetitive tasks, they can spend more time advising and guiding their clients.

Context

Pennylane is one of the fastest growing Fintechs in France (and soon to be in Europe!)

In 3 years of existence, we’ve managed to :

💻 Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountants

💰 Raise a total of €84 millions, including from Sequoia 🌲, the famous fund from the Silicon Valley who invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and much more...

👨‍👩‍👧‍👦 Grow from 7 cofounders to 320 happy Pennylaners : we’re now recognized as one of the greatest places to work in France (but also remotely), with a 4,9/5 rating on Glassdoor and an e-NPS of 94.

🌍 Build an international environment with more than 36 nationalities, with a strong remote-friendly culture, where 30% of the employees are already working from all parts of Europe

🤝 Earn the trust of thousands of customers and accounting firms and obtain outstanding ratings

WHY this position is of utmost importance to reach our mission :

At Pennylane, we have at heart to provide a best in class experience for every user of the platform, so it's fundamental that the quality of our customer service meets the expectations of our clients.

As we're currently going through a very rapid growth of our client base, we need to make such our Customer Care department can adapt and grow proportionately.

HOW you will contribute to the project :

As a Technical support Engineer, you're the main bridge between our users and our Customer Success team on one hand, and our development teams on the other. You'll be the single point of contact for all technical issues related to our platform. You'll make sure the bugs and tech issues are correctly and efficiently escalated to our software engineers for a swift resolution.

WHAT you can expect from your life at Pennylane :

During the first 3 months :

- You join the CSM Academy and start learning about our product and the way we work at Pennylane

- You discover everything you need to know about company, our vision, and each department

- You learn to identify the different stakeholders et to collaborate efficiently with your team / the other departments

- You start handling level 1 client's tickets : you receive them, you sort them out, and you develop rapid and efficient answers to help out the clients.

- You then start to handle level 2 tickets, which requires a first level of investigation

Within 6 months :

- You become more autonomous and take charge of your own client backlog

- You start to handle more and more complex issues (level 3)

- You actively contribute to the creation and updating of the content help base, in order to help clients become more autonomous

- You become the clients' spokeperson and thoroughly escalate their feedback and suggestions to the development team

And beyond ... :

- You become a technical expert and help your team become more performant by identifying improvements areas

- You take ownership of new projects in which you have a particular interest, and lead them to completion

- As the team keeps growing, you'll have opportunities to evolve toward technical leadership or management positions.

- You will support various teams in contact with our customers (Customer Care, Account Managers, Sales, etc) and you will be in direct contact with our integrations partners

- You will advise our clients on how to connect their tools with Pennylane using our API or automation tools (Zapier, n8n, etc)

- You will manage the ticket queue volumes and work with the team to ensure customer issues are resolved

- You will troubleshoot the issues raised by our clients and partners

- You will partner with our developers to solve the clients issues

- You will collaborate with the product team to improve the features of our platform

- You will team up with third party solutions to maintain a high level of service

Profile :

- Experience in the software industry ideally SaaS environnement

- Experience with Postman, Datadog and SQL

- Experience working with developers, product manager, account managers and clients

- Bachelor’s or Master’s degree in Information Technology, Computer Science or relevant field

- Experience with API integrations

- Problem solver

- Able to communicate complex issues simply both written and verbal

- Autonomous personality and interested in taking initiatives and lead on projects.

- Speaks fluent English and French

What do we do to make your work life easier :

🏥 You’ll have a great healthcare cover (Alan Blue) to take care of yourself and your family

🍜 You’ll have lunch credits (Swile card) to buy your favorite food every day

🏢 You’ll be able to work from our wonderful office in the center of Paris, or from any WeWork in Europe

🏡 If you have a fully remote contract, you’ll have a budget to turn your home into a more comfortable workspace, as well as a monthly allowance to work from a coworking space whenever you feel like it

🏝You’ll get 10 additional days off (to the 25 standard ones) to rest and do what you love each year

Through our partner Gymlib, you’ll have access to 8000 fitness spaces and more than 300 activities related to wellness

🇬🇧 You’ll have access to Busuu to perfect your english or learn a new langage of your choice

💻 You’ll get the latest Apple equipment

🎉 You’ll be part of a vibrant social community : we do lots of sports together (Foot, running, climbing...), we love to hang out and have a drink together (thursday afterwork drinks on our rooftop is a usual thing. Twice-a-year we do company seminars, last time we went on a trip to the French Alps and it was fabulous !)

🤝 Process de recrutement

- First interview with a recruiter

- Who interview with Cyril (head of tech support)

- Technical case study and meeting with the team

- Last round with Johan and François (Director of Customer success)