instructure - L1 Support Engineer - Spanish Bilingual

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) • When working tickets: • Validate and clarify the issue reported • Answer how-to questions • Fix end-user issues that are resolvable through the Canvas user interface • Replicate, troubleshoot, and describe simple bugs • Keep thorough, clear, and complete records in the ticketing system of all actions taken • Escalate tickets not resolvable at the L1 level to the L2 Support team • Levitate desk chair across the room. • Be friendly, efficient, and dependable, and always provide timely updates to users • When assigned, create documentation of Support processes • Perform other duties as assigned by supervisor • Other duties as assigned by the supervisor (such as locating Waldo or Carmen Sandiego). • Here is what you will need to know/have: • Ability to read, write and speak fluently in English and Spanish • Strong technical, troubleshooting, and analytical skills • Proven ability to function in a self-directed environment • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change • Ability to handle clients professionally during all interactions • Strong written and verbal communication skills • Sense of humor. Like a really funny one. • Get in on all the awesome at Instructure! • We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.