Technical Support Engineer, Pennylane
Financial management & accounting platform
Job no longer available
Financial management & accounting platform
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To build the leading financial tool for European SMEs see current job openings.
Role
Who you are
- Experience in the software industry ideally SaaS environnement
- Experience with Postman, Datadog and SQL
- Experience working with developers, product manager, account managers and clients
- Bachelor’s or Master’s degree in Information Technology, Computer Science or relevant field
- Experience with API integrations
- Problem solver
- Able to communicate complex issues simply both written and verbal
- Autonomous personality and interested in taking initiatives and lead on projects
- Speaks fluent English and French
What the job involves
- As a Technical support Engineer, you're the main bridge between our users and our Customer Success team on one hand, and our development teams on the other
- You'll be the single point of contact for all technical issues related to our platform
- You'll make sure the bugs and tech issues are correctly and efficiently escalated to our software engineers for a swift resolution
- During the first 3 months :
- You join the CSM Academy and start learning about our product and the way we work at Pennylane
- You discover everything you need to know about company, our vision, and each department
- You learn to identify the different stakeholders et to collaborate efficiently with your team / the other departments
- You start handling level 1 client's tickets : you receive them, you sort them out, and you develop rapid and efficient answers to help out the clients
- You then start to handle level 2 tickets, which requires a first level of investigation
- Within 6 months :
- You become more autonomous and take charge of your own client backlog
- You start to handle more and more complex issues (level 3)
- You actively contribute to the creation and updating of the content help base, in order to help clients become more autonomous
- You become the clients' spokeperson and thoroughly escalate their feedback and suggestions to the development team
- And beyond ... :
- You become a technical expert and help your team become more performant by identifying improvements areas
- You take ownership of new projects in which you have a particular interest, and lead them to completion
- As the team keeps growing, you'll have opportunities to evolve toward technical leadership or management positions
- You will support various teams in contact with our customers (Customer Care, Account Managers, Sales, etc) and you will be in direct contact with our integrations partners
- You will advise our clients on how to connect their tools with Pennylane using our API or automation tools (Zapier, n8n, etc)
- You will manage the ticket queue volumes and work with the team to ensure customer issues are resolved
- You will troubleshoot the issues raised by our clients and partners
- You will partner with our developers to solve the clients issues
- You will collaborate with the product team to improve the features of our platform
- You will team up with third party solutions to maintain a high level of service
Application process
- First interview with a recruiter
- Who interview with Cyril (head of tech support)
- Technical case study and meeting with the team
- Last round with Johan and François (Director of Customer success)
Otta's take
Theo Margolius
COO of Otta
In multiple mature markets, companies have been using QuickBooks, Xero and other SaaS solutions for accounting, but it is a fragmented industry with each country using its own software solution. In France, there is no definitive SaaS solution for accounting.
Pennylane wants to overhaul current tools and modernise the tech stack of accounting firms, by connecting directly with third-party services that hold valuable information. Accounting firms can use Pennylane collaboratively by accessing the platform to centralise receipts, create invoices and automate tasks. Instead of sending information back and forth with spreadsheets and photo attachments, both clients and accounting firms can interact directly on the platform.
Pennylane has a significant market opportunity ahead, with an ambitious goal to become the preferred management platform for European companies. The company already claims 50,000 customers. A recent instalment of funding will allow the company to further develop its platform, looking at artificial intelligence for accountants, and expand to other markets in Europe.
Insights
Company
Funding (last 2 of 6 rounds)
Feb 2024
$43.5m
SERIES C
May 2023
$32.1m
SERIES C
Total funding: $166.8m
Company benefits
- Work remotely from anywhere in Europe, as long as your contract allows you to
- Company shares to enjoy a piece of the success story you're building with us
- A budget to turn your home into a more comfortable workspace, as well as a monthly allowance to work from a coworking space whenever you feel like it
- Access to 8000 fitness spaces in Europe and more than 300 activities related to wellness through our partner Gymlib
- Access to Busuu to perfect your english or your french
- The latest Apple equipment
- Be part of a vibrant social community: we do lots of sports together (running, climbing...), we love to hang out and have a drink together (Thursday afterwork drinks on our rooftop is a usual thing)
- Twice-a-year company seminars
- Wonderful office in the center of Paris
- 10 additional days off (to the 25 standard ones) for those based in France
- Lunch credits (Swile card) to buy your favorite food every day, for those based in France
- Great healthcare cover (Alan Blue) to take care of yourself and your family, for those based in France
Company values
- Radical Trust
- Supporting SMEs
- Community of Builders
Company HQ
Chaussée-d'Antin, Paris, France
Founders
Arthur Waller
(Co-founder & CEO)Founded PriceMatch in 2012, and progressed from Product Owner to Senior Product Owner at Booking.com between 2015-2018. Co-founded Pennylane in 2020.
Felix Blossier
(Co-founder & COO)Founding Partner of PriceMatch in 2012 and experience as Director General of the French Treasury from 2018-2020. Co-founded Pennylane in 2020.
Alexandre Roquoplo
(Co-founder)Extensive history in finance since 2013. Founded OneCPA in 2018 before co-founding Pennylane in 2020.
Tancrède Besnard
(Co-founder & CPO)Co-founded PriceMatch in 2012. Experience as Product Manager for Booking.com between 2016-2018, and current advisor for Predictus. Co-founded Pennylane in 2020.
Salary benchmarks
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Diversity & Inclusion at Pennylane
Katie Sukholeyster (Talent Acquisition Team Lead)
- We continuously provide unconscious bias training for all the team members
- All company successfully attended D&I Workshop
- Pennylane is a part of Pact Parite Agreement
- We write job descriptions very carefully and we strive to do our best in ensuring everyone can feel welcome to apply to Pennylane
- We strive for full diversity and closely monitor our recruiting efforts through metrics and data
- We provide Mental Health support through our wellness initiatives and benefits to support our team members
- We are working with D&I Community partners to create valuable and actionable content
- Pennylane partners with Ada Tech School to provide support and training for the students
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