Instructure is hiring a
Part-Time L1 Technical Support Engineer

Summary

The job is for a Bilingual Technical Support Representative at Instructure who will provide technical assistance to end-users of Canvas. The role requires proficiency in Portuguese and English, strong technical skills, ability to work in a self-directed environment, and a fast-paced, agile environment. The company offers various benefits such as competitive compensation, private healthcare, cafeteria plan, employee stock purchase program, tuition reimbursement, Apple equipment, home office stipend, wellness motivation, employee recognition program, employee assistance program, eyeglasses allowance, workplace meals, an extra week off annually, and participation in E-Verify.

Requirements

• Written and verbal business proficiency in Portuguese and English
• High School diploma
• 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
• Strong written and verbal communication skills
• Sense of humor. Like a really funny one

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

• Competitive compensation
• Private Medicover healthcare
• Cafeteria plan (SZEP card)
• Employee stock purchase program
• Tuition reimbursement
• Apple equipment and Macbooks
• Home Office Stipend
• Wellness motivation through PandaFit
• Motivosity employee recognition program
• Employee assistance program
• Eyeglasses Allowance
• We support your well-being with workplace meals
• An extra week off for the whole company every year