Mid Technical Support Engineer

📌 Job Title: Mid Technical Support Engineer

👥 Project: Split across two domains (50/50)

📍 Location: Warsaw, Poland (Remote with occasional visits to the office)

🕒 Type: Full-time

📄 Contract Type: B2B (own company registered in Poland is required) or employment contract

Sanoma Learning is the leading European learning company, serving over 20 million students in 11 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. 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.

Work setup 🌍

We offer a remote work model with occasional visits to the office for team events, training, and business trips - typically once per quarter.

About The Role

As a Technical Support Engineer, you will work across two domains, supporting two different teams: the AI Teacher Assistant (AI team) and Content as a Service (CDS team), with an equal 50/50 split.

You will provide 3rd-level support for both areas, focusing on more complex, technical issues that require in-depth knowledge. In this role, you will handle tickets escalated from 2nd-line support teams within local OpCos where AI Teacher Assistant or Content as a Service solutions are in use.

Must-have Requirements

✅ Basic knowledge of security principles

✅ Basic knowledge of API calls

✅Basic knowledge of SQL

✅Knowledge of AWS or similar cloud hosting

✅Knowledge of Datadog or similar monitoring tool

✅ familiarity with ITIL

✅ familiarity with Atlassian (Jira, Confluence, Bitbucket)

✅ Excellent problem-solving and communication skills

✅ English proficiency (B2/C1 level) - written and spoken

Nice-to-Have Requirements

💠 Knowledge of software testing methodologies - AI tools

💠 Certificate in ITIL

What We Offer

As an employer, Sanoma offers a working environment where you are able and encouraged to show your best self. The working environment is result-oriented as well as flexible with a focus on collaboration. We offer you a key position with interesting and challenging tasks and excellent opportunities for professional growth. You will be part of a highly professional and experienced international team in an open and informal setting, where initiative is expected and rewarded.