Technical Support Representative - French Speaking

Technical Support Representative - French Speaking

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About Dashlane

Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers and over 25, 000 brands worldwide—including Michelin, Air France, and Forrester—trust Dashlane for industry‑leading innovations, patented zero‑knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.

We’re looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation, value learning, and thrive as one team. Learn more about life at Dashlane, including how we work, hire, and the benefits of being a Dashlaner.

About the Role

Our Customer Support Team is here to help customers by delivering first‑class support in a simple, effective, and timely manner. As a Technical Support Representative, you will primarily support our B2B customers, help prioritize bugs, and share product‑related concerns and feedback across the organization. You will also provide specialized technical support to our French‑speaking customers, using professional fluency in French.

Your day‑to‑day focus will be on handling technical and non‑technical queries from both B2C and B2B customers across a wide range of channels—including email, chat, screen share, phone, and social media. Customer inquiries cover account management, billing,
- related support, and more complex or technical questions, including escalations.

Location

• Based in Lisbon; English is the primary internal communication language, and you will also support customers in French.
• Rotating weekly shift, Monday to Sunday, 9 am‑12 am (including weekends and bank holidays) with 40 hrs per week.

Responsibilities

• Respond to customer questions rapidly and clearly—covering product, account, billing, and general usage.
• Provide dedicated technical support to French‑speaking customers via inbound/outbound calls, handling escalations, and collaborating with Customer Success Managers.
• Take ownership of solving a wide range of customer problems through email, calls, and other channels, providing effective probing and troubleshooting.
• Suggest improvements for ticket categorization and issue identification guidelines; share relevant feedback with the product team to shape the Dashlane product.
• Test and reproduce issues to troubleshoot and help Product and Engineering teams identify and fix bugs.
• Handle escalation of complex or sensitive cases that cannot be resolved by Level 1, identifying coaching or training opportunities from escalated cases.
• Support Level 1 agents via dedicated channels (Team Support) for topics requiring deeper product knowledge and procedures.
• Primarily support B2B customers through specific queues with shorter SLA, such as the White Glove queue.
• Assist with screen share sessions scheduled by B2B administrators or through our callback system.
• Contribute to training and development of Level 1 agents on product knowledge, internal processes, tools, quality, and best practices.
• Raise customer concerns or feature requests to Product and Engineering teams.
• Collaborate with the Level 3 support team to improve overall product knowledge and to handle complex issues requiring escalation.
• Co‑host webinars for our Admins with the Customer Success team and plan members.
• Assist and back up Level 1 tasks and support enablement initiatives as needed.

Requirements

• At least two years of experience in a Level 2 (L2) Technical Support role, preferably in a Saa
  S or technology company, with a strong focus on B2B customers.
• Excellent spoken and written English, as it is the primary language for team collaboration and handling support requests.
• Professional fluency in spoken and written French—mandatory for technical support of French‑speaking customers.
• Experience handling multiple support channels (phone, email, chat, screen share) and solving complex business/technical issues in both English and French.
• Quality‑driven, passionate about extraordinary customer experiences, and able to help your team achieve efficiency and productivity objectives.
• Experienced in managing support tickets through the entire lifecycle—from initial inquiry to triage, reproduction, bug reporting, and resolution.
• Comfortable working with technical teams such as developers, engineers, and QA.
• Proficient with customer support platforms (e. g. , Zendesk, Salesforce).
• Experience working with Sales and/or Customer Success teams.
• Abilities to troubleshoot technical issues on web applications, mobile applications, local software, and web extensions.
• Experience troubleshooting browser issues, including collecting browser logs using HAR files and the console.

Nice to Have

• Experience working with Git
  Lab and Confluence.
• Experience with Kibana (log analysis).
• Comfortable presenting to a wide audience.
• Experience with Active Directory Id
  P/SSO solutions (Okta, Azure, G Suite).

What Dashlane Offers You

• Flex Benefits—allocate a monthly amount to a pool of benefits.
• Health insurance covered by Dashlane.
• 5 extra vacation days each year, plus your birthday off.
• Company‑wide well‑being days (one per quarter).
• Equal parental leave—up to 20 weeks fully paid leave during the first year of birth or adoption.
• Donation matching program—Dashlane matches donations to organizations driving positive impact in historically marginalized communities.
• Access to mental health services through Spring Health for you and your family members.
• Team building & social events—weekly lunch in the office and monthly happy hour.
• And much more.

Diversity, Equity, Inclusion And Belonging At Dashlane

As a truly international company—founded in France and distributed across France, US, and Portugal—Dashlane thrives on diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here.

Your Interview Experience

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.