Technical Support Engineer

Pennylane

Technical Support Engineer managing technical support and ensuring user satisfaction for Pennylane's financial management software. Collaborating with teams to troubleshoot and resolve issues efficiently.

Posted 4/24/2026full-timeRemote • 🇫🇷 FranceJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Ticket management, investigation and follow-up: Take ownership of tickets (whether bugs or investigations) reported by users and various partners or stakeholders, analyze and diagnose bugs or incidents, assess their severity to prioritize them, organize their efficient handling through to 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 how it works and reproduce customer use cases
Coordination with internal teams: Work in cooperation with developers, product teams, other support teams, etc., to ensure the rapid and lasting resolution of identified issues (QA, processes, etc.)
Documentation: Formalize knowledge, solutions provided and processes in the knowledge base to enrich the internal repository and facilitate ticket handling and future resolution
Continuous improvement: Report trends or recurring issues to your team lead, propose process or product improvement areas, and participate in implementing training and corrective or preventive measures
Mentoring and training: Support the onboarding and skill development of new team members through various formats, share best practices and encourage mutual support within the team.

Requirements

What you’ll need

2 years of experience in technical support at a company offering SaaS solutions
Good knowledge of REST APIs: Swagger, Postman (software, collections), methods
Curiosity for technology (knowledge of SQL is a plus)
Fluent written English and good oral comprehension to communicate with our international developer teams
You demonstrate rigor and a pedagogical approach to best respond to our customers' requests

Benefits

Comp & perks

One of the best 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 5 weeks of paid vacation
The opportunity to improve your English through Busuu
A dedicated monthly allowance for all our Pennylaners, supporting work from home or coworking
Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
A grant of BSPCE
Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib
A Mac
We practice many sports together and make a point of regularly getting together for company events such as Tech Days (which allow remote Pennylaners to meet every 3 months) and our annual company seminar, which fosters strong moments of cohesion for everyone.

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Hard Skills & Tools

technical supportREST APIsSQLbug analysisincident diagnosisticket managementprocess improvementdocumentationcustomer use casesmentoring

Soft Skills

communicationcuriosityrigorpedagogical approachteam collaborationproblem-solvingtrainingstakeholder managementorganizational skillscustomer service