Product Support Specialist-B2B E-Invoicing, France

We're looking for a Junior Technical Support Specialist (1–2 years of technical or product support experience) to join an international team supporting a leading Financial SaaS platform focused on B2B e-invoicing and compliance solutions.

The role will be responsible for handling product support, managing customer communication in French, performing initial troubleshooting, coordinating escalations, and ensuring timely follow-through until closure. This is not a generic customer service role. The ideal candidate should be comfortable working in a B2B SaaS environment, supporting finance, tax, compliance, ERP, or technology users.

• Provide first-line product and technical support to French-speaking customers via email, phone, and ticketing systems.
• Troubleshoot product issues, configuration questions, API-related errors, and integration challenges.
• Analyze logs, XML/JSON payloads, error messages, and system responses to identify root causes.
• Clearly document issues and prepare high-quality escalations for Engineering and Product teams.
• Coordinate with cross-functional teams to ensure timely issue resolution.
• Keep customers informed through regular updates until cases are resolved.
• Support customers during critical incidents and ensure SLA commitments are met.
• Contribute to the knowledge base by documenting solutions and best practices.
• Handle customer data in accordance with GDPR and internal security guidelines.

Must-have

• 1–2 years of experience in Technical Support, Product Support, Application Support, SaaS Support, or B2B Customer Support.
• Fluent French (written and spoken).
• Strong English communication skills.
• Experience or understanding of API analysis and troubleshooting.
• Basic knowledge of APIs, JSON, XML, logs, and integration concepts.
• Strong analytical and problem-solving skills.
• Excellent communication and customer-facing abilities.
• Ability to work in a fast-paced, international environment.

Nice to Have: 

• Experience supporting ERP integrations (SAP, Oracle, Microsoft Dynamics, etc.).
• Knowledge of finance, invoicing, compliance, or B2B transaction workflows.
• Familiarity with GDPR and secure data handling.
• Experience with incident management or priority customer escalations.

• Location: France.
• Language: Native/ fluent French and strong business English. 
• Support coverage: France business hours, with possible extended support for critical incidents.