Technical Support Engineer — Madrid: Drive Solutions

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

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.