Technical Support Representative - French Speaking at Dashlane

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, SaaS, TechnologyIndustries

Requirements

Professional fluency in French (essential for specialized technical support to French-speaking customers)
Experience in a Level 2 (L2) Technical Support role
Passionate about helping others and interest in technology and latest trends
Actively use AI tools to drive efficiency, creativity, and impact
Based in Lisbon
Availability for rotating weekly shifts Monday to Sunday between 9am-12am, including weekends and bank holidays (40 hours a week)
English as working language for internal communication; English and French for customer support

Responsibilities

Respond to customer questions rapidly and clearly via email, chat, screen share, phone, and social media, covering product, accounts, billing, and usage
Provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers
Take ownership of solving a wide range of customer problems (technical and non-technical) for B2C and B2B customers through effective probing and troubleshooting
Comply with and 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 escalations of complex or sensitive cases from Level 1 team and identify coaching/training opportunities
Provide support to Level 1 agents through designated channels like Team Support for in-depth product and procedure knowledge
Primarily focus on B2B customers, providing direct support through specific queues with shorter SLAs (e.g., White Glove queue)
Prioritize bugs and share product-related concerns & feedback across the organization

Skills

Key technologies and capabilities for this role

FrenchCustomer SupportTechnical SupportB2B SupportBug PrioritizationEmail SupportChat SupportPhone SupportScreen ShareSocial Media SupportAccount ManagementBilling Support

Questions & Answers

Common questions about this position

What is the location and work arrangement for this role?

You will be based in Lisbon, with English as the working language for internal communication and English and French for supporting customers. This is an on-site position with rotating weekly shifts from Monday to Sunday between 9am-12am, including weekends and bank holidays, for 40 hours a week.

What language skills are required for this position?

Professional fluency in French is required to provide specialized technical support to French-speaking customers, alongside English as the working language for internal communication and customer support.

What experience is needed for the Technical Support Representative role?

Candidates should have experience in a Level 2 (L2) Technical Support role, with passion for helping others and interest in technology and latest trends.

What is the company culture like at Dashlane?

Dashlane drives innovation, values learning, strives for excellence, and thrives as one team. They seek people who actively use AI tools to drive efficiency, creativity, and impact.

What makes a strong candidate for this Technical Support role?

Strong candidates have Level 2 technical support experience, professional fluency in French, passion for helping customers, interest in technology trends, and actively use AI tools in their work.

Dashlane

User-friendly password management solution

About Dashlane

Dashlane provides a password management solution designed for both individuals and organizations, focusing on user-friendliness and security. Its software features Autofill and Single Sign-On (SSO) capabilities, allowing users to log into various websites and applications with a single set of credentials, which enhances convenience and security. Dashlane is well-rated, with a 4.5-star rating on platforms like G2 and the Chrome store, reflecting high customer satisfaction. The company offers comprehensive customer support, including onboarding assistance for organizations and a regularly updated Help Center. Dashlane operates on a subscription model, offering premium features such as unlimited password storage, secure sharing, and priority support. Its goal is to simplify security for a wide range of clients, from individual users to large organizations.

New York City, New YorkHeadquarters

2009Year Founded

$160.3MTotal Funding

SERIES_DCompany Stage

CybersecurityIndustries

201-500Employees

Benefits

Hybrid Work Options

Relocation Assistance

Risks

Apple's Passwords app could increase competition and affect Dashlane's market share.

Cracked versions of Dashlane Premium could lead to revenue loss and brand damage.

1Password's expansion into endpoint protection poses a competitive threat to Dashlane.

Differentiation

Dashlane offers industry-leading Autofill and Single Sign-On capabilities.

The company provides comprehensive customer support with step-by-step onboarding.

Dashlane's software is highly rated with 4.5-star ratings on G2 and Chrome store.

Upsides

Dashlane's integration with Splunk offers advanced analysis of user activity data.

The launch of Credential Risk Detection enhances real-time monitoring of credential activities.

Dashlane's Global Partner Program aims to expand market reach and address threats.

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