L1 Support Engineer

Summary

Join Instructure's Technical Support group and provide technical assistance to Canvas LMS users. You will troubleshoot and support users via phone, web, and email, acting as a liaison between clients and Tier 2 Support during escalations. Responsibilities include managing tickets, answering questions, resolving user issues, and documenting processes. The 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, and various benefits including a Life Spending Account, extra vacation time, and employee recognition programs.

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)
• 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
• 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