Instructure, Inc. - L1 Support Engineer - Spanish Backup
Responsibilities
• 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) • 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 • 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 • Strong written and verbal communication skills in English • 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 • Get In On All the Awesome at Instructure! • A fun, friendly, and helpful company culture
Benefits
• A Life Spending Account (LSA) that you can use to pay for various lifestyle-related expenses • An extra week off for the whole company every year • Employee recognition program through Motivosity • Goal-setting, proactive reviews, and internal training • Employee assistance program • Tuition reimbursement • Apple equipment and Macbooks • Home Office Stipend • Wellness motivation through Wellable • We support your well-being with workplace meals • 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.
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