Technical Support Engineer

Sanoma Learning is the leading European learning company, serving over 20 million students in eleven countries. We offer printed and digital learning materials as well as digital learning and teaching platforms for primary, secondary and vocational education. The development of our methodologies is based on deep teacher and student insight and really understanding their needs. By combining our educational technologies and pedagogical expertise, we create learning products and services with the highest learning impact.

Digital Products

With 680 colleagues spread over 60 teams across Europe, Sanoma Learning's Digital Products department contributes to our company's goal of helping students reach their full potential with our best-in-class learning solutions. Together, we innovate and contribute to an ever-changing world of education. We all share a deep rooted passion for education. Every day, our methods and technology have the ability to positively impact millions of young minds across Europe.  In our Technology organization, you will join the largest cross-cultural community of Sanoma Learning and contribute to the digital transformation and future of education in Europe.

Sanoma Learning is part of Sanoma, an innovative and agile learning and media company, impacting the lives of millions of people every day. For more information: www.sanoma.com / www.sanomalearning.com

We are currently looking for a…
 

Technical Support Engineer Curriculum Learning Services

… to join our educational family!

You will report to the Service Manager CLS and will be responsible for the Technical support of Digital products that are offered to our customers in Spain, Italy and Poland. You will be based in Spain.

As a Technical Support Engineer, you are responsible for providing the right support for the right product in close collaboration with on the one hand customer support in first line and on the other hand developers in 3rd line. Also you will take care of user management in different tooling. You will also have to think about improvements on our workflow that we have in Jira and Confluence. You will work in close collaboration with an international team of Technical Support Engineers located in Poland, Belgium, Finland and the Netherlands.

Key job responsibilities

• Work in Atlassian Jira tooling for handling and forwarding tickets
• Make suggestions in setup of Jira and Confluence tooling to improve our Way of Working
• Resolve technical tickets by checking data in different databases and administrator interfaces
• Preparing detailed description of bugs for developers
• Write documentation of new procedures and new products
• Work in close collaboration with other members of the Technology team and share knowledge
• Be the Point of Contact for technical questions of our Customer Support Service
• Detect trends in reoccurring problems and help improve our products
• Do user access management in different tooling
• Build up an expert knowledge of the applications that you support

Job requirements

• native Spanish speaker with great knowledge of English
• Good communication skills, willing to reach out to other teams
• Technically skilled with 1-3 years experience in the field of application support
• Experience with queries in databases ( MySQL/ NoSQL ) and setup of connection to databases
• Knowledge of AWS cloud platform (knowledge of the key concepts of Cloud computing)
• Knowledge of the Atlassian stack ( Jira, Confluence )
• Knowledge of ITIL methodology

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.

So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.