Overview

Job Title: Service Engineer

Company: Sanoma Learning

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

Type: Full-time

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

Seniority Level: Senior

Role Description

Sesame is a central solution within Sanoma for Customer Identity and Access Management (CIAM). Sesame provides user access (login access to users like teachers/students) as well as product access (to digital materials). It also offers license management, organization management, customer support and self-service capabilities. Sesame is used by Vannin in Belgium and in smaller configurations in the Netherlands, Spain, Sweden and Italy.

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

Team composition: 24 members total, including Frontend Developers, Backend Developers, Business Analysts, Quality Assurance Engineers, Scrum Master, Product Owner, and specialists in UI/UX, Software Engineering, Architecture, and DevOps.

Must-have Requirements

• Basic understanding of OAuth2, Kubernetes (k8s), REST APIs, SQL, and AWS
• Hands-on experience with monitoring tools such as CloudWatch, Datadog, or similar
• 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

• Hands-on experience with Java and Spring Boot
• ITIL certificate
• Auth0/Octa

What We Offer

Sanoma offers a working environment that is result-oriented, flexible, and collaborative. You will be part of a professional, international team with opportunities for growth. Initiative is encouraged and rewarded.

Additional Details

• Work setup: remote with occasional visits to the office for team events, training, and business trips (typically once per quarter).
• Business travel frequency: Occasional (up to 4 trips per year, 1-2 days each).

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