Technical and Accounting Support Expert

This is a fully remote position, open to applicants in France.

📋 Description

• Address tickets submitted by users or partners, which may involve bugs, investigations, functional or accounting anomalies; analyze and diagnose incidents, prioritize requests based on their impact, and coordinate resolutions with the appropriate teams.

• Master the primary features and modules of the platform to comprehend customer use cases, replicate reported issues, and assist users with accounting and functional inquiries.

• Collaborate closely with developers, product, support, and operations teams to ensure swift and sustainable resolutions of identified issues.

• Possess the ability to investigate straightforward technical issues using available tools (APIs, logs, Postman, basic SQL), understand technical discussions with developers, and facilitate communication between business and technical teams.

• Document solutions, processes, and best practices in the knowledge base to enhance support quality and streamline future incident resolution.

• Identify recurring issues, report trends observed, and actively contribute to the continuous improvement of the product and internal processes.

• Assist in upskilling team members, share best practices, and contribute to a collaborative, solution-focused culture.

⛳️ Requirements

• You have a minimum of two fiscal periods of experience in an accounting firm (bookkeeping, account reviews, financial statements, tax filings).

• You possess initial experience in a SaaS environment, customer support, or functional/technical support.

• You have a solid understanding of technical tools: REST APIs, Postman, Swagger (knowledge of SQL is a plus).

• You are comfortable communicating with technical teams and understanding product-related issues.

• You are fluent in written English and have good spoken and aural comprehension to collaborate effectively with international teams.

• You demonstrate attention to detail, independence, and strong communication skills.

• You thrive in dynamic, collaborative environments that focus on problem-solving.

🏝️ Benefits

• A top-tier health insurance plan (Alan Blue and Alan Mind).

• Meal vouchers (Swile card).

• Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation.

• Opportunity to enhance your English skills through Busuu.

• A monthly allowance for all Pennylaners to support remote work or coworking spaces.

• Convenient access to our offices, located just minutes from Saint-Lazare in the heart of Paris.

• An allocation of BSPCE (stock options).

• Access to 8,000 gyms across France and over 300 wellness activities through our partner Gymlib.

• A Mac.

• We engage in various sports together and regularly host company events such as Tech Days (which unite remote Pennylaners every 3 months) and our annual company retreat, fostering strong team cohesion for all.