Handle tickets raised by users or partners (bugs, investigations, functional or accounting anomalies), analyze and diagnose incidents, prioritize requests according to their impact, and coordinate their resolution with the relevant teams.
Master the main features and modules of the platform to understand customer use cases, reproduce reported issues, and support users on accounting and functional matters.
Work closely with developers, product, support and operations teams to ensure fast and durable resolution of identified issues.
Be able to investigate simple technical issues using the available tools (APIs, logs, Postman, basic SQL), understand technical exchanges with developers, and facilitate communication between business and tech 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 improvement of the product and internal processes.
Help upskill team members, share best practices and contribute to a collaborative, solution-oriented culture.

You have at least two fiscal periods of experience in an accounting firm (bookkeeping, account reviews, financial statements, tax filings).
You have initial experience in a SaaS environment, customer support, or functional/technical support.
You have a good understanding of technical tools: REST APIs, Postman, Swagger (SQL knowledge is a plus).
You are comfortable communicating with technical teams and understanding product-related issues.
Fluent written English and good spoken/aural comprehension to collaborate with international teams.
You demonstrate rigor, autonomy and strong communication skills.
You enjoy dynamic, collaborative environments that are focused on problem solving.

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 improve your English through Busuu.
A monthly allowance for all Pennylaners to support working from home or from a coworking space.
Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris.
An allocation of BSPCE (stock options).
Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib.
A Mac.
We play many sports together and regularly get together for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company retreat, fostering strong moments of team cohesion for everyone.

Technical and Accounting Support Expert

Key skills