Job description
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that’s where you come in:
The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product’s use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.
What you will be doing:
- 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)
- Escalate tickets which are not resolvable to the Level 2 Support Team.
- Provide timely updates to users.
- If needed, mentor and assist fellow Level 1 Support Engineers.
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
Here is what you will need to know/have:
- Ability to read, write and speak fluently 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
- Strong written and verbal communication skills
- Sense of humor. Like a really funny one.
Onboarding Commitment: Full availability to participate in our dedicated 3-week technical training phase (Monday – Friday, 16:00 to 00:00) to ensure you are fully equipped for success in the role.
Get in on All the Awesomeness at Instructure:
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here’s a general idea of what you can expect:
- Competitive compensation and participation in Instructure’s equity program
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
- A culture rooted in inclusivity, support, and meaningful connection
The gross monthly salary for this role is HUF 627,200, and it is fixed and non-negotiable.
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
