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Pennylane is a high-growth fintech company providing financial management and accounting software for European SMEs and accounting firms. With €400M in funding from top-tier investors including Sequoia, the company has grown from 7 founders to 1,000+ employees across 25 countries in just 5 years.
As a Technical Support Specialist, you will be the bridge between Pennylane's users (accounting firms, SME leaders) and the development team. You'll ensure the reliability and optimal daily use of the Pennylane platform by investigating and resolving technical issues reported by users and internal stakeholders.
Key responsibilities include:
- Ticket Management & Investigation: Receive, analyze, and diagnose bugs and incidents from users and partners. Evaluate criticality, prioritize accordingly, and coordinate resolution with development teams while maintaining clear communication with stakeholders throughout the process.
- Product Expertise: Master core platform functionalities and modules. Demonstrate proficiency using the platform, explain features to users, and reproduce customer use cases to diagnose issues.
- Cross-functional Collaboration: Work closely with developers, product teams, QA, and other support staff to ensure rapid and sustainable problem resolution. Contribute to process improvements and quality assurance.
- Documentation & Knowledge Management: Formalize solutions, processes, and best practices in the internal knowledge base to facilitate future ticket resolution and team efficiency.
- Continuous Improvement: Identify recurring issues and trends, propose process and product improvements, and participate in developing training and preventive solutions.
- Team Support: Mentor new team members during onboarding, share best practices, and foster a collaborative team environment.
The first three months include structured onboarding: team integration, company and departmental familiarization, product training via e-learning modules and team workshops, shadowing experienced team members, and gradually handling support tickets with guidance. You'll progress to independently managing more complex technical issues.
This role is critical because Pennylane is the primary work tool for thousands of accounting firms and SME leaders—your work directly impacts customer satisfaction and the company's reputation.
