L1 Support Engineer

Summary

Join Instructure's Technical Support group and provide technical assistance to Canvas LMS software end-users, including troubleshooting and support via phone, web-based tools, and email. You will work tickets, answer how-to questions, fix user interface issues, replicate and troubleshoot bugs, and maintain detailed records. Escalate complex issues to Tier 2 Support and maintain professional client interactions. This role requires strong communication, technical, and analytical skills, as well as the ability to thrive in a fast-paced environment. Instructure offers a fun company culture, competitive compensation, employee recognition, goal-setting reviews, internal training, and more.

Requirements

• 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

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)
• 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
• 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

Benefits

• A fun, friendly, and helpful company culture
• Competitive compensation
• Employee recognition program through Motivosity
• Goal-setting, proactive reviews, and internal training
• Employee assistance program
• Apple equipment and Macbooks
• Wellness motivation through Wellable