Support Engineer

Summary

Join Instructure, a global EdTech leader, as a Customer Support Engineer in our Melbourne team. This remote role supports APAC Higher Education and international clients using our SaaS platform. You will troubleshoot and resolve client issues, liaise with internal teams, implement resolution plans, and assist with testing. The position requires strong technical skills, excellent customer service, and collaboration. You will contribute to product improvement and documentation. Some out-of-hours meetings may be required due to a global team.

Requirements

• Minimum 2 years experience as a support engineer or similar role
• Proven experience in troubleshooting and problem solving
• Honed analytical skills
• Fluent and professional oral and written English
• Excellent customer-facing skills
• BSc in Computer Science or related field
• Background with relational databases, SQL scripting
• Familiarity with Linux based environments
• Analysing application and server logs
• Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
• Familiarity using iOS
• Atlassian Suite (Confluence / JIRA / Bitbucket)
• Salesforce or similar tech support management system

Responsibilities

• Use knowledge-based support platforms to troubleshoot and resolve a wide range of client issues, typically via email and in accordance with agreed SLAs
• Multitask and prioritise a daily flow of tasks together with longer-term projects, liaise with internal development team, escalate issues as appropriate
• Implement resolution plans for technical problems
• Troubleshoot client integration issues
• Assist with testing of new features and validation of software fixes
• Modify Freemarker document templates
• In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
• Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
• Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
• Monitor system logs
• Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
• Active learning is a key component of this role