Product Support Specialist-B2B E-Invoicing, France

👋🏼 We're Nagarro. We are a digital product engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18 000+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in! By this point in your career, it is not just about the tech you know or how well you can code. It is about what more you want to do with that knowledge. Can you help your teammates proceed in the right direction? Can you tackle the challenges our clients face while always looking to take our solutions one step further to succeed at an even higher level? Yes? You may be ready to join us.

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.