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Pennylane is a high-growth French fintech (€400M raised, backed by Sequoia) building financial management and accounting software for SMEs and accounting firms across Europe. The company has grown from 7 founders to 1,000+ employees across 25 countries, with a 4.9/5 Glassdoor rating.
You will serve as a technical support expert and functional accounting reference, bridging users, support teams, product, and developers. This is a dual-competency role requiring both deep accounting knowledge and technical troubleshooting capability.
Key Responsibilities:
- Manage, investigate, and resolve tickets from users and partners (bugs, functional anomalies, accounting issues); diagnose incidents, prioritize by impact, and coordinate resolution across teams
- Master platform features and modules to understand customer use cases, reproduce issues, and provide accounting and functional guidance
- Collaborate closely with developers, product, support, and operations teams to ensure rapid and sustainable problem resolution
- Investigate technical issues using available tools (APIs, logs, Postman, basic SQL); understand technical exchanges with developers and facilitate communication between business and technical teams
- Document solutions, processes, and best practices in the knowledge base to improve support quality and streamline future incident resolution
- Identify recurring issues, report observed trends, and actively contribute to continuous product and process improvement
- Mentor team members, share best practices, and foster a collaborative, problem-solving culture
The role demands analytical rigor and strong communication skills. You will interact daily with multiple internal teams and directly influence product improvement and user experience.
Requirements:
- Minimum 2 fiscal periods of experience in an accounting firm (bookkeeping, audit, balance sheets, tax filings)
- First experience in a SaaS environment, customer support, or functional/technical support
- Good understanding of technical tools: REST APIs, Postman, Swagger (SQL knowledge is a plus)
- Comfortable communicating with technical teams and understanding product issues
- Fluent English (written and good oral comprehension) to collaborate with international teams
- Demonstrates rigor, autonomy, and strong communication skills
- Thrives in dynamic, collaborative, problem-solving environments
