Technical Support M/F

Are you looking for a stimulating professional environment based on autonomy and trust?

Pennylane offers you the opportunity to grow within a rapidly expanding company.

Here, your expertise will contribute directly to helping entrepreneurs take control of 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 get rid of time-consuming tasks related to accounting and finance, while giving them access to key financial information to help them make the best decisions for their business.

At the same time, we help accounting firms by allowing them to spend less time on redundant and repetitive tasks, and more time on the advisory and support part for their clients.

About Pennylane

Pennylane is one of the fastest-growing FinTechs in France, and soon intends to address the European market.

In 6 years of existence, we have managed to:

💻 Position ourselves in the market as an innovative accounting and financial management solution provider

💰 Raise a total of 400 million euros from renowned investors, including Sequoia, the flagship fund of Silicon Valley, known for having supported Google, Facebook, Airbnb, Stripe, Paypal and many others in their early stages

👨‍👩‍👧‍👦 Grow from 7 co-founders to a team of 1000 employees, with an average rating of 4.9/5 on Glassdoor and 94% of Glassdoor reviewers recommending PL to their loved ones!

🌍 Build an international team composed of employees from 25 different countries, with a very flexible remote work culture

🤝 Gain the trust of thousands of users and obtain excellent feedback https://www.google.com/search?q=pennylane&ei=O9pOYvm0Co-blwSmhKmIAw&ved=0ahUKEwi5vsWL-4H3AhWPzYUKHSZCCjEQ4dUDCA4&uact=5&oq=pennylane&gs_lcp=Cgdnd3Mtd2l6EAMyDQgAEIAEELEDEIMBEAoyCwguEIAEEMcBEK8BMgcIABCABBAKMgcIABCABBAKMgUIABCABDIFCAAQgAQyBQgAEIAEMgcIABCABBAKMgcIABCABBAKMgcIABCABBAKOgcIABBHELADOgkIABCwAxAKEEM6CgguEMcBEK8BEAo6BggAEBYQHjoICAAQFhAKEB46DQguEIAEEMcBEK8BEApKBAhBGABKBAhGGABQ7QFY6wVgugdoAXABeACAAUiIAbMCkgEBNZgBAKABAcgBCcABAQ&sclient=gws-wiz

🚀 Already more than 900,000 VSE/SMEs and more than 6000 accounting firms use Pennylane in France!

Why is this role so important to us?

Our solution is the primary work tool for our accounting firms, partners, and executives. The quality of these users' work therefore depends greatly on the quality of our solution. As a technical support expert, you are the guarantor of the reliability and proper daily use of the Pennylane platform. You are, among other things, responsible for the most technical issues, which can have a very significant impact on customer satisfaction and on Pennylane's image.

How will you contribute to the project?

You are both the technical expert and the preferred point of contact between our partners' support teams and the developer teams. You are constantly in contact with other departments (such as the product team, or our Ops), so you must enjoy interpersonal relations! You investigate the various malfunctions reported to you by our users or support teams, prioritize them based on their urgency and criticality, and ensure regular follow-up until resolution in cooperation with the developers.

What will your daily missions be?

• Ticket management, investigation, and follow-up:

Take charge of tickets (whether they are bugs or investigations) reported by users and various partners or stakeholders, analyze and diagnose bugs or incidents, evaluate their criticality to prioritize them, organize their efficient processing until resolution, and ensure regular follow-up and clear communication with stakeholders throughout the process.

• Product knowledge:

Master the main features and modules, be able to use the platform, explain its functioning, or reproduce client use cases.

• Coordination with internal teams:

Work in cooperation with, notably, developers, product teams, other support teams, etc., to guarantee the rapid and lasting resolution of identified problems (QA, process, etc.).

• Documentation:

Formalize knowledge, solutions provided, and processes in the knowledge base to enrich the internal repository and facilitate ticket processing and future resolution.

• Continuous improvement:

Report trends or recurring issues to your team lead, propose areas for improvement for processes or the product, and participate in the implementation of training and corrective or preventive solutions.

• Mutual aid and training:

Support the integration and skill development of new team members through various formats, share best practices, and encourage mutual aid within the team.

As a technical support expert and point of contact between different teams, you will be responsible for everyone's smooth collaboration and you will sometimes have to make arbitrations or decide on the decisions to be taken. Since Pennylane is growing at high speed, you will have multiple opportunities to evolve towards increasingly advanced technical expertise, complex project management, training, or even management.

Profile sought:

• You have 2 years of experience in technical support within a company offering SaaS solutions.
• Good knowledge of REST API: swagger, Postman (software, collection), methods
• Curiosity for Tech (knowledge of SQL is a plus)
• Fluent English in writing and good oral understanding to exchange with our international developer teams.
• You demonstrate rigor and pedagogy to best respond to our clients' requests.

Recruitment process:

• First exchange with a recruiter - 30 min
• Case study and debriefing with two team members - 60 min
• Interview with the direct Manager - Thibault and Viviane (Associate Team Lead Technical Support) - 60 min
• Interview with Thomas (Team Lead Technical Support)- 45 min

🎁 What we can offer you:

🏥 A health insurance plan among the best on the market (Alan Blue and Alan Mind) 🍜 Restaurant vouchers (Carte Swile) 🏝 Between 6 and 12 additional RTT days on top of the 5 weeks of paid leave 🇬🇧 The possibility to perfect your English thanks to Busuu https://www.busuu.com/fr/p/start-learning?utm_medium=cpc&utm_source=google&utm_campaign=FR_FR_Web_Brand_E&utm_group=FR_FR_Web_Brand_E&utm_term=busuu&gclid=CjwKCAjw682TBhATEiwA9crl34OqnbJDliinEXFZNqOcb6391KXrgq4ZDDwEiwMdtTdtuVULvuF7HhoCgZEQAvD_BwE&gclsrc=aw.ds 🧑‍💻 A dedicated monthly budget for all our Pennylaners, promoting working from home or in coworking spaces 🏢 Easy access to our offices, located a few minutes from Saint Lazare in the heart of Paris 💵 A BSPCE package 🏃‍♀️ Access to 8000 gyms all over France and more than 300 wellness activities via our partner Gymlib 💻 A Mac 🎉 We practice many sports together and are keen to meet regularly around company events such as Tech Days (which allow remote Pennylaners to meet every 3 months) or our company seminar which takes place once a year, and which promotes great moments of cohesion for everyone.

To thrive at Pennylane, you will need to:

-Speak English (the level is evaluated and appreciated based on the department you apply for) -Enjoy working in a constantly changing environment -Make collaboration a priority within your team or with other stakeholders -Have sufficient perspective to prioritize high business impact actions in your daily activity.

We know that some people are less likely to apply than others if they feel they do not meet all the criteria. If you are hesitating, we encourage you to apply anyway: who knows, it could be the beginning of a significant and lasting collaboration!

Important information for candidates

Recruitment scam attempts are on the rise. We invite you to remain vigilant during your exchanges.

Application only via our official channels: apply exclusively via our offers published on our official platforms (career site, official partner pages). Systematically check the sender's email address: our communications are sent from professional addresses with the domains @pennylane.com http://pennylane.com or @pennylane-partners.com. We will never ask you for payment, nor for financial information (bank details, payment for an interview, purchase of equipment, etc.) as part of the recruitment process. If such a request is made to you, it is a fraud. We invite you not to respond and to report it to us immediately."

Encouraging diversity, equity, and inclusion in all its forms, Pennylane offers an inclusive, caring, and conducive-to-growth work environment, in our offices and remotely. We are committed to providing the same opportunities to all our candidates, regardless of their social and ethnic origins, gender, religion, sexual orientation, or disabilities.

🇫🇷 Données personnelles

Pennylane traite vos données pour gérer votre candidature et évaluer votre adéquation au poste. Si votre candidature n’aboutit pas, vos données peuvent être conservées 2 ans à compter de notre dernier échange ou de la clôture du recrutement afin de constituer & gérer un vivier de candidats. Vous pouvez vous opposer à tout moment et demander la suppression de vos données en écrivant à : dpo@pennylane.com. dpo@pennylane.com Notre data policy https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement

🇬🇧 Personal Data

Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com. Learn more https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement

🇩🇪 Personenbezogene Daten

Pennylane verarbeitet Ihre Daten, um Ihre Bewerbung zu bearbeiten und Ihre Eignung für die Stelle zu beurteilen. Sollte Ihre Bewerbung nicht erfolgreich sein, können Ihre Daten bis zu 2 Jahre ab unserem letzten Austausch oder dem Abschluss des Rekrutierungsverfahrens gespeichert werden, um einen Kandidatenpool aufzubauen und zu verwalten. Sie können jederzeit Widerspruch einlegen und die Löschung Ihrer Daten beantragen, indem Sie an dpo@pennylane.com schreiben. Mehr erfahren https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement

🇪🇸 Datos personales

Pennylane trata sus datos para gestionar su candidatura y evaluar su idoneidad para el puesto. En caso de que su candidatura no sea seleccionada, sus datos podrán conservarse hasta 2 años a partir de nuestro último contacto o de la finalización del proceso de selección, con el fin de constituir y gestionar una reserva de candidatos. Puede oponerse en cualquier momento y solicitar la eliminación de sus datos escribiendo a dpo@pennylane.com. Más información https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement