Technical Support Specialist

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

📋 Description

• Manage bug reports and investigation requests submitted by users, partners, and stakeholders.

• Evaluate, diagnose, and replicate bugs or incidents.

• Determine severity levels and prioritize incoming requests.

• Facilitate issue resolution until completion.

• Maintain consistent follow-up and clear communication with stakeholders.

• Cultivate a comprehensive understanding of Pennylane’s core platform features and modules.

• Coordinate issue resolution efforts with developers, Product, QA, Operations, and other support teams.

• Document knowledge, solutions, and processes within the knowledge base.

• Recognize trends and recurring issues, and suggest process or product enhancements.

• Assist in the implementation of training programs and corrective or preventive solutions.

• Support the onboarding and development of new team members.

• Share best practices and promote collaboration.

• Independently manage the backlog and engage in cross-functional meetings.

• Serve as the liaison between Customer Success teams and developers.

• Make informed decisions and contribute to career growth in technical expertise, project management, training, or people management.

⛳️ Requirements

• Minimum of 2 years of experience in technical support for a company providing SaaS solutions.

• Proficient understanding of REST APIs, especially Swagger, Postman, and related methods.

• Strong interest in technology.

• SQL knowledge is advantageous.

• Excellent written English skills and good listening comprehension.

• High attention to detail and the ability to clearly explain technical subjects.

• Capability to collaborate in a dynamic environment.

• Ability to prioritize actions that have the most significant business impact.

• Residing in France, as this role is listed as “All France (remote).”

🏝️ Benefits

• Access to one of the best health insurance plans available (Alan Blue and Alan Mind).

• Meal vouchers (Swile card).

• 6 to 12 additional days off per year, on top of 25 days of paid leave.

• Opportunity to enhance your English skills with Busuu.

• Monthly budget to facilitate remote work or coworking space use.

• BSPCE stock-option package.

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

• A Mac computer.

• Tech Days every three months for remote Pennylaners.

• Annual company off-site events.

• An inclusive and supportive work environment that fosters personal and professional development.