L1 Support Engineer - Remote

Overview

As an L1 Support Engineer at Instructure, you will provide technical assistance to end-users of Canvas, ensuring they have a smooth experience with our learning management system.

In Short

• Provide technical support via phone, web, and email.
• Assist end users with troubleshooting and technical issues.
• Act as a liaison between customers and Tier 2 Support during escalations.
• Work tickets from admins, faculty, and students.
• Clarify and validate reported issues.
• Answer how-to questions and fix resolvable issues.
• Keep thorough records in the ticketing system.
• Create documentation of support processes.
• Maintain a friendly and efficient communication style.
• Perform additional duties as assigned.

Requirements

• Strong written and verbal communication skills in English.
• Technical, troubleshooting, and analytical skills.
• Ability to work in a self-directed environment.
• Critical thinking and problem-solving skills.
• Professional client interaction skills.

Benefits

• Fun and friendly company culture.
• Competitive compensation.
• Life Spending Account for lifestyle expenses.
• Extra week off for the whole 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 support.