Service Engineer

Job Title:
Service Engineer

Team:
SESAME

Seniority Level:
Senior

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

Type:
Full-time

Contract Type:
B2B (own company registered in Poland is required)

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.

Business travel and its frequency.
Occasional (up to 4 in a year, 1-2 days each)

Project description

Sesame is a central solution within Sanoma for Customer Identity and Access Management (CIAM). Sesame provides User access (login access etc to users like teachers/students) as well as Product access (to digital materials). Additionally, Sesame offers license management, organization management, customer support and self service capabilities to CFAs. Sesame is currently being used by Vannin in secondary in Belgium, in a smaller configuration in the Netherlands, Spain, Sweden and Italy.

About The Role
As a Technical Support Engineer, you will play a critical role in ensuring customer satisfaction by diagnosing and resolving technical issues efficiently and accurately. You'll interact with various systems and software tools, following established procedures and collaborating with internal teams to drive resolution for complex problems. Key responsibilities:

• Take ownership of customer-reported issues and follow through to resolution.
• Research, diagnose, and troubleshoot software and system problems.
• Identify and implement effective solutions in a timely manner.
• Escalate unresolved issues to the appropriate internal teams following standard protocols.
• Document technical knowledge, procedures, and solutions in clear, concise notes or manuals.
• Manage multiple open issues simultaneously, while maintaining strong attention to detail.
• Provide prompt, accurate, and empathetic feedback to customers.
• Ask targeted questions to quickly identify the root cause of technical issues.

Team composition:
24 team members total, including 4 Frontend Developers, 5 Backend Developers, 2 Full-Stack Developers, 2 Business Analysts, 5 Quality Assurance Engineers, 1 Scrum Master, 1 Product Owner, as well as specialists in UI/UX, Software Engineering, Architecture, and 1 DevOps Engineer.

Must-have Requirements
Basic knowledge of OAuth2

Active knowledge of REST API

Active knowledge of SQL queries

Knowledge of AWS Cloud concepts ( Azure or GCP cloud concepts are also accepted)

Knowledge of GIT ( working with code repositories )

Experience with monitoring frameworks like AWS Cloudwatch, Datadog or similar

Ability to support integrators (internal clients/teams/applications)

Basic scripting skills (e.g., Bash)

Strong ability to identify root causes of bugs/incidents

Experience supporting internal clients, teams, or application integrators

Ability to diagnose and troubleshoot basic technical issues

Excellent problem-solving and communication skills

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

Nice-to-Have Requirements
Hands-on experience with Java and Spring Boot

Experience with Auth0 / Okta

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.