Technical Support Engineer

Technical Support Engineer

Technical Support Engineer acts as the 2nd level technical support within Market Enablement domain, BeNe region at Sanoma Learning. At the core of the job is the resolution of technical issues affecting customers –schools, teachers and students – who use our digital products in the region.

In this role you’re collaborating closely with the 1st level customer service teams, regional delivery teams and product teams distributed across Europe, delivering support for multiple online education platforms and tools like iDiddit, MAX or Bingel. You'll be reporting to the Head of Technical Support and be part of the wider and international Tech Support organization inside Sanoma Learning.

The technical issues we face can be complex, and it is not uncommon to have to reach out to multiple teams and people – both internal and external – in order to troubleshoot and resolve the issue at hand. Sometimes an issue may require software development or more specialized knowledge, and in that case you’re the one gathering all the relevant information ready for the development teams, so they can start fixing the problem as soon as possible. Ideally anything else you can resolve either independently or by collaborating with your colleagues.

In select cases you’re in contact with the customers, and you keep them updated and informed in a professional manner. As a Technical Support Engineer you’re the champion of the customer within the company. You see to it that their issues get resolved, whether it is by you or someone else.

This is a hybrid role, mostly remote but occasional office time expected as well. This role is a new one in the region, which is why we're looking for someone who can establish themselves as a reliable and confident problem solver, and who can tolerate some ambiguity while you learn how the digital services and support processes work. It also means the onboarding will be challenging and requires a lot of initiative from you, but you won't be without support - the Tech Support organization and the local tech and customer service teams will get you up to speed.

Requirements

• Fluent Dutch & English language skills
• Located in Belgium or Netherlands with means to travel to regional offices in both countries occasionally
• Good IT & Tech skills. Basic understanding of system integrations, API’s, software development, cloud infrastructure, databases etc. to troubleshoot issues better
• Excellent problem solving skills and experience troubleshooting complex technical issues
• Experience using common customer service tools e.g. ticketing systems and associated processes
• Experience using common business software e.g. Excel
• Great communication skills and empathy for the end users
• Curiosity and positive attitude, comfortable with change
• Ability to work independently and willingness to learn new things
• Active, “get things done” mindset

It'd also be great if…

• You have previous experience in the educational industry, or even better: Sanoma Learning digital products and services
• You have experience with Jira and Confluence
• You have experience working in a multinational/cultural environment
• You have some familiarity with smart school devices often used in the class
• You’re also fluent in French and/or German

About Us

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

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.