L1 Support Engineer (Bi-Lingual, English/Portuguese) - Remote

Overview

The L1 Support Engineer will provide technical assistance to end-users of Canvas, addressing user issues and ensuring smooth operation of the learning management system.

In Short

• Provide technical support via phone, web, and email.
• Work with a web-based ticketing system to manage user requests.
• Resolve issues that can be handled at the L1 level.
• Escalate unresolved issues to Tier 2 Support.
• Document support processes and actions taken.
• Assist users from issue initiation to resolution.
• Maintain thorough records of all support interactions.
• Communicate effectively with clients and provide timely updates.
• Work in a fast-paced, self-directed environment.
• Participate in other duties as assigned.

Requirements

• Fluency in English and Portuguese.
• High school diploma.
• Strong technical and analytical skills.
• Ability to work independently.
• Critical thinking and problem-solving skills.
• Professional client interaction skills.
• Excellent written and verbal communication skills.

Benefits

• Fun and friendly company culture.
• Competitive compensation.
• Life Spending Account for lifestyle-related expenses.
• Extra week off for the entire company annually.
• Employee recognition program.
• Goal-setting and internal training opportunities.
• Employee assistance program.
• Tuition reimbursement.
• Apple equipment and Macbooks provided.
• Home Office Stipend.
• Wellness motivation initiatives.