Technical Support Engineer

Sanoma Learning; United States; Remote; USD 39,000 - 62,000; Full time

Job summary

Sanoma Learning is seeking a Technical Support Engineer in Madrid to join our digital solutions team. You will diagnose and resolve application issues, maintain and improve our software platforms, and deliver high-quality support to users and business teams.

You’ll work with cross-functional teams to analyze incidents, implement fixes, and document processes. The role emphasizes proactive problem solving, knowledge sharing, and ongoing learning of new technologies in education tech.

Responsibilities

• Diagnose, investigate and resolve technical incidents, ensuring timely and effective solutions.
• Identify the root causes of application issues and take appropriate corrective action.
• Provide technical guidance and assistance to users, helping them resolve complex queries and make effective use of our applications.
• Collaborate with relevant teams to address incidents and escalated issues when necessary.
• Monitor application performance and identify potential issues or software defects.
• Support the identification and correction of software defects to maintain application functionality and reliability.
• Contribute to the continuous improvement of technical support processes, identifying opportunities to enhance efficiency and service quality.
• Create, maintain and update technical documentation, ensuring accuracy and accessibility.
• Contribute to knowledge-sharing initiatives and support colleagues in making effective use of knowledge management systems.
• Help ensure that application functionalities and technical procedures are clearly understood by relevant stakeholders.
• Work collaboratively with technical teams and business stakeholders to ensure effective issue resolution.
• Plan, organise and prioritise daily activities to meet operational requirements and agreed deadlines.
• Take ownership of assigned tasks, ensuring accountability and timely delivery.
• Stay informed about emerging technologies, industry best practices and relevant technical developments.

Job description

Role: Technical Support Engineer

Location: Madrid

About the role

At Sanoma Learning , we are looking for a Technical Support Engineer to join our team.

In this role, you will be responsible for providing technical support, diagnosing and resolving application-related issues, and contributing to the maintenance and continuous improvement of our digital solutions.

You will work closely with technical teams and business users to ensure the smooth operation of our applications, deliver effective solutions and maintain high standards of service quality.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose, investigate and resolve technical incidents, ensuring timely and effective solutions.
• Identify the root causes of application issues and take appropriate corrective action.
• Provide technical guidance and assistance to users, helping them resolve complex queries and make effective use of our applications.
• Collaborate with relevant teams to address incidents and escalated issues when necessary.

Application Maintenance & Continuous Improvement

• Monitor application performance and identify potential issues or software defects.
• Support the identification and correction of software defects to maintain application functionality and reliability.
• Contribute to the continuous improvement of technical support processes, identifying opportunities to enhance efficiency and service quality.

Documentation & Knowledge Management

• Create, maintain and update technical documentation, ensuring accuracy and accessibility.
• Contribute to knowledge-sharing initiatives and support colleagues in making effective use of knowledge management systems.
• Help ensure that application functionalities and technical procedures are clearly understood by relevant stakeholders.

Collaboration & Work Organisation

• Work collaboratively with technical teams and business stakeholders to ensure effective issue resolution.
• Plan, organise and prioritise daily activities to meet operational requirements and agreed deadlines.
• Take ownership of assigned tasks, ensuring accountability and timely delivery.
• Stay informed about emerging technologies, industry best practices and relevant technical developments.

What We’re Looking For

We are looking for a proactive, analytical and collaborative professional with:

• Knowledge of technical support processes and application maintenance.
• Strong troubleshooting and problem-solving skills, with the ability to investigate technical issues and identify effective solutions.
• The ability to understand and communicate technical information clearly to different audiences.
• Good organisational and prioritisation skills, with the ability to manage multiple tasks effectively.
• A collaborative mindset and the ability to work with cross-functional teams.
• A proactive approach to continuous improvement and process optimisation.
• Strong communication skills and a customer-oriented approach.
• The ability to work independently, make informed decisions and expand issues when appropriate.
• A willingness to continuously develop technical knowledge and stay up to date with new technologies.

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.