L1 Support Engineer

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users
• Escalate tickets that are not resolvable to the Level 2 Support Team
• Provide timely updates to users and validate reported issues
• Fix end-user issues resolvable through the Canvas user interface
• Replicate, troubleshoot, and describe simple bugs
• Maintain thorough and clear records in the ticketing system
• Create documentation of Support processes when assigned

Requirements

• High school diploma or equivalent
• Fluency in English with strong reading, writing, and speaking skills
• Strong technical, troubleshooting, and analytical abilities
• Ability to work independently in a self-directed environment
• Ability to thrive in a fast-paced, agile environment
• Professionalism in handling client interactions
• Willingness to undergo a background check

Preferred Qualifications

• Experience teaching or instructing using educational technology
• Experience supporting educational technology in a school or college setting
• Familiarity with cloud-based technology solutions
• Experience using Slack or Jira

About the Company

Instructure creates intuitive products that simplify learning and personal development, facilitating meaningful relationships and inspiring people to go further in their education and careers through their flagship LMS, Canvas.