L1 Technical Support Engineer (French and English)

Diversity, Equity, and Inclusion

It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech.

About the Job

We are seeking a highly motivated and bilingual L1 Technical Support Engineer (fluent in French and English) to join our Technical Services team at Taulia. As the first point of contact for our global clientele, you will play a critical role in ensuring our customers successfully navigate and utilize the Taulia platform. Your work will directly impact customer satisfaction and our overarching mission to make global supply chains more resilient.

Support is provided across multiple channels—including web tickets (email), chat, and phone—in a timely, empathetic, and professional manner. This role requires excellent analytical skills, the ability to self-manage, and a passion for continuous learning.

About Taulia

Taulia is a fintech company that is part of the SAP group. More than 2 million businesses in over 150 countries collaborate on our network. Our customers include Airbus, AstraZeneca, and Nissan. We help them and their suppliers access cash when and where they need it most. Some of our customers have improved their working capital by more than $1 billion while making their supply chains more resilient and sustainable. For more information, please visit www.taulia.com

Responsibilities

• Take end-to-end ownership of customer inquiries, diagnosing and troubleshooting technical issues across the Taulia platform (including user interfaces, invoicing, and account management).
• Serve as the primary liaison for our clients, ensuring timely, polite, and effective resolutions via web tickets, phone, chat, and email.
• Investigate platform anomalies, user access queries, and integration issues, utilizing internal tools to identify root causes.
• Seamlessly escalate complex or unresolved technical issues to the relevant support teams, Level 2 Support or Engineering teams, providing comprehensive context and documentation.
• Maintain meticulous records of customer interactions, issue resolutions, and troubleshooting steps within our case management systems (e.g., Jira, Salesforce).
• Contribute to our team's collective expertise by authoring and maintaining technical documentation, knowledge base articles, and troubleshooting guides.
• Consistently achieve and exceed defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure operational excellence.
• Foster a collaborative environment by actively participating in team meetings and sharing insights on recurring customer challenges.
• Maintain schedule flexibility to ensure adequate support coverage during core business hours, adapting to operational needs as required.

Skills, Knowledge and Experience required

• Full professional proficiency (written and verbal) in both French and English.
• A minimum of 1 year of experience in a technical support, IT helpdesk, or customer-facing technical role.
• Demonstrated understanding of enterprise information systems, web-based applications, and software troubleshooting methodologies.
• Strong analytical and problem-solving skills, with a proven ability to distill complex technical concepts into clear, actionable advice for users.
• Exceptional emotional intelligence and client-facing communication skills, ensuring a positive customer experience even in high-pressure situations.
• Ability to work autonomously, manage priorities effectively, and collaborate seamlessly within a distributed, global team.
• A mature, professional demeanor with a strong sense of accountability and adaptability.
• Flexibility to work outside of standard business hours when required to support critical operational needs.

Nice to Have:

• Previous experience supporting B2B software, fintech applications, or enterprise platforms.
• Fundamental knowledge of the Procure-to-Pay (P2P) process, supply chain management, or Accounts Receivable/Accounts Payable (AR/AP) workflows.
• Familiarity with the financial technology sector, working capital management, or general finance terminology.
• Hands-on experience with enterprise helpdesk and ticketing systems (e.g., Jira Service Management, Salesforce).
• Working knowledge of SAP or other major ERP systems.
• Familiarity with IT service management frameworks and best practices (e.g., ITIL, COBIT).
• A Bachelor's degree in Information Technology, Computer Science, Finance, or a related field.
• Proficiency in additional European languages.

Benefits and Perks

• Annual 13th Salary.
• Annual performance bonus.
• 25 days of annual leave, which grows to 28 days as you grow with us.
• Monthly reimbursements for your mobile and internet bills , plus a dedicated budget for a new mobile device every two years.
• Travel expense refunds for our hybrid team members.
• We celebrate your loyalty with special anniversary gifts at years 1, 3, 5, and 10.
• 12 weeks of paid parental leave.
• Comprehensive medical insurance via, life insurance, and an Employee Assistance Program for mental health support.
• Your choice of a MultiSport card or a monthly sports reimbursement.
• We invest in you with tuition reimbursement and extensive internal L&D resources.
• Enjoy a cozy, fully stocked office with catered lunches delivered every Monday and Wednesday.

AI Statement

At Taulia, we are embracing Artificial Intelligence to revolutionize our industry and empower our team. We believe AI is a fundamental tool for innovation, efficiency, and creative problem-solving. We are looking for forward-thinking individuals who share our excitement for the future and are eager to learn, experiment, and grow with us in an AI-driven landscape. If you have a curious, adaptive, and collaborative mindset, you will thrive here.