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Technical Support Engineer W/M

Spain / Portugal·Full-time·Added 10 days ago

Pennylane

6 open roles

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What they offer

  • Full-time hours

    Per the ad.

  • Hybrid

    Office and home days — the ad has the split.

What they ask for

  • Have the right to work in Spain

    No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

  • Work in English

    English is required, per the ad.

  • Be near Spain / Portugal for hybrid days

    No relocation package mentioned.

  • Have 3+ years of experience

    Mid-level role.

This job was automatically translated to English,.

The role

Are you looking for a stimulating professional environment based on autonomy and trust?

Pennylane offers you the opportunity to grow within a fast-growing company.

Here, your expertise will directly contribute to helping entrepreneurs take control of their finances. Discover a place where your skills will be valued and where you can shape the future of financial management.

What you'll do

Our solution is the primary work tool for our accounting firms, partners, and managers. The quality of our users' work therefore depends directly on the quality of our solution.

As a technical support expert, you are the guarantor of the reliability and proper daily use of the Pennylane platform.

Among other things, you are responsible for the most technical topics, which can have a significant impact on customer satisfaction and on Pennylane's image.

You are both an accounting functional reference and a key point of contact between our users, the support, product, and development teams.

Thanks to your dual accounting and technical expertise, you help analyze the issues encountered by users on the platform, whether they are related to business, functional, or technical topics.

You investigate incidents reported via tickets, identify their origin, assess their criticality, and coordinate their resolution with the relevant teams. You also ensure clear and regular follow-up with all stakeholders.

The role requires as much analytical rigor as communication skills: you interact daily with several internal teams and directly contribute to the continuous improvement of the product and the user experience.

  • Ticket management, investigation, and follow-up

Handle tickets raised by users or partners (bugs, investigations, functional or accounting anomalies), analyze and diagnose incidents, prioritize requests based on their impact, and coordinate their resolution with the relevant teams.

  • Product expertise & business support

Master the platform's main features and modules to understand customer use cases, reproduce the issues encountered, and support users on accounting and functional topics.

  • Coordination with internal teams

Work closely with developers, product, support, and operations teams to ensure quick and lasting resolution of identified issues.

  • Technical analysis

Be able to investigate simple technical issues using the available tools (API, logs, Postman, basic SQL), understand technical exchanges with developers, and facilitate communication between business and tech teams.

  • Documentation & continuous improvement

Formalize solutions, processes, and best practices in the knowledge base to improve support quality and streamline the resolution of future incidents.

Identify recurring issues, report observed trends, and actively participate in the continuous improvement of the product and internal processes.

  • Team support & knowledge sharing

Help increase the skills of team members, share best practices, and contribute to a collaborative, solution-oriented culture.

Required profile

- You have at least 3 years of experience in a similar role within a SaaS environment, in customer support or functional/technical support

- You have a good understanding of technical tools: REST API, Postman, Swagger (SQL knowledge is a plus)

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

- You have fluent written and spoken English to collaborate with international teams

- You demonstrate rigor, autonomy, and strong communication skills

- You enjoy dynamic, collaborative, and solution-oriented environments

To thrive at Pennylane, you will need to

-Speak English (the level is assessed and valued depending on the department you apply to)

-Enjoy working in a constantly changing environment

-Make collaboration a priority within your team or with other stakeholders

-Have enough perspective to prioritize high business impact actions in your daily work.

Pay & benefits

What you'll get

🏥 One of the best health insurance plans on the market (Alan Blue and Alan Mind)

🍜 Meal vouchers (Swile Card)

🏝 Between 6 and 12 additional RTT days on top of the 5 weeks of paid leave

🇬🇧 The opportunity to improve your English thanks to Busuu

🧑‍💻 A dedicated monthly budget for all Pennylane employees, encouraging 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

💵 A BSPCE stock option package

🏃‍♀️ Access to 8,000 gyms across France and more than 300 wellness activities through our partner Gymlib

💻 A Mac

🎉 We play many sports together and are committed to regularly gathering around company events such as Tech Days (which allow remote Pennylane employees to meet every 3 months) or our annual seminar, which fosters great moments of cohesion for everyone.

Hiring process

  • First interview with a recruiter - 30 min

  • Case study and debrief with two team members - Marco, Laura, or Sopija - 60 min

  • Interview with the direct manager - Thibault or Viviane - 60 min

  • Interview with the Head of Customer Support - Johan - 30 min

About Pennylane

Pennylane is a French fintech company that provides an intelligent financial management platform for small and medium-sized businesses, combining accounting, invoicing, and cash flow management with AI-driven insights. Founded in 2020 and headquartered in Paris, the company has grown rapidly, raising significant funding and expanding across Europe, with a strong focus on modernizing the relationship between businesses and their accountants.

In Spain, Pennylane is actively building its presence, with a dedicated team and product localization for the Spanish market. The company offers remote-friendly roles across Europe, including engineering, product, and customer-facing positions, making it an attractive option for international professionals seeking to work in a fast-paced, high-growth fintech environment. With a culture that emphasizes autonomy, innovation, and collaboration, Pennylane provides opportunities for career growth and impact in a dynamic sector.

Industry
FinTech
Founded
2020
Employees
500–1,000
Headquarters
Paris, France
Website
pennylane.com

Good to know if you are moving

  • Pennylane offers remote-friendly roles across Europe, with some positions explicitly open to candidates in Spain.
  • The company is expanding its Spanish market presence, with roles like Product Domain Specialist for Spanish accounting, indicating a need for local expertise.
  • As a fast-growing fintech, Pennylane provides opportunities for career growth and impact in a dynamic, international environment.
  • The company's product is localized for the Spanish market, making it a good fit for professionals with Spanish language skills and local market knowledge.
  • Pennylane's culture emphasizes autonomy and collaboration, which can be appealing for international professionals seeking a modern work environment.

In their own words

About the company & team

Our ambition is to become the preferred financial management software for European SMEs.

We help entrepreneurs eliminate time-consuming accounting and finance tasks, while giving them access to key financial information to make better decisions for their business.

In parallel, we help accounting firms spend less time on redundant and repetitive tasks, and more time on advisory and client support.

Pennylane is one of the fastest-growing FinTech companies in France, and is now looking to expand into the European market.

In 5 years, we have achieved:

💻 Positioning ourselves in the market as an innovative accounting and financial management software provider

💰 Raising a total of €400 million from renowned investors, including Sequoia, the leading Silicon Valley fund known for backing Google, Facebook, Airbnb, Stripe, Paypal and many others in their early days

👨‍👩‍👧‍👦 Going from 7 co-founders to a team of 1,000 employees, with an average rating of 4.9/5 on Glassdoor and 94% of Glassdoor reviewers who would recommend PL to their friends!

🌍 Building an international team made up of employees from 25 different countries, with a very flexible remote work culture

🤝 Earning the trust of thousands of users and getting great feedback

🚀 Already over 900,000 SMBs and more than 6,000 accounting firms use Pennylane in France!

Additional information

We know that some people are less likely to apply than others if they feel they don't meet all the criteria.

If you hesitate, we still encourage you to apply: who knows, it could be the start of a meaningful and lasting collaboration!

Important information for candidates

Recruitment scam attempts are on the rise. We invite you to remain vigilant during your exchanges.

Applications only through our official channels: apply exclusively through our job postings published on our official platforms (careers site, official partner pages).

Always check the sender's email address: our communications are sent from professional addresses with the domain @pennylane.com or @pennylane-partners.com.

We will never ask you for payment or financial information (bank details, payment for an interview, equipment purchase, etc.) as part of the recruitment process.

If such a request is made to you, it is fraud. We invite you to not respond and to report it to us immediately."

Committed to promoting diversity, equity, and inclusion in all its forms, Pennylane offers an inclusive, caring work environment conducive to personal growth, both in our offices and remotely. We are committed to providing equal opportunities to all our candidates, regardless of social or ethnic background, gender, religion, sexual orientation, or disability.

Pennylane procesa tus datos para gestionar tu candidatura y evaluar tu idoneidad para el puesto. Si tu candidatura no tiene éxito, tus datos pueden conservarse durante 2 años desde nuestro último intercambio o desde el cierre del proceso de contratación, con el fin de constituir y gestionar una reserva de candidatos. Puedes oponerte en cualquier momento y solicitar la eliminación de tus datos escribiendo a: [email protected].
Nuestra política de datos

🇬🇧 Datos personales

Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to [email protected]. Learn more

🇩🇪 Personenbezogene Daten

Pennylane procesa tus datos para gestionar tu candidatura y evaluar tu idoneidad para el puesto. Si tu candidatura no tiene éxito, tus datos pueden conservarse hasta 2 años desde nuestro último intercambio o desde el cierre del proceso de contratación, con el fin de constituir y gestionar una reserva de candidatos. Puedes oponerte en cualquier momento y solicitar la eliminación de tus datos escribiendo a [email protected]. Más información

🇪🇸 Datos personales

Pennylane trata sus datos para gestionar su candidatura y evaluar su idoneidad para el puesto. En caso de que su candidatura no sea seleccionada, sus datos podrán conservarse hasta 2 años a partir de nuestro último contacto o de la finalización del proceso de selección, con el fin de constituir y gestionar una reserva de candidatos. Puede oponerse en cualquier momento y solicitar la eliminación de sus datos escribiendo a [email protected]. Más información

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