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.