L1 Technical Support Engineer

Responsibilities

• ▹Work tickets via a web-based ticketing system, phone or live chat from admins, faculty, staff and student end-users
• ▹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 of all actions in the ticketing system
• ▹Escalate tickets not resolvable at the L1 level to the L2 Support team
• ▹Be friendly, efficient and dependable, providing timely updates to users
• ▹Create documentation of support processes when assigned
• ▹Perform other duties as assigned by the supervisor

Requirements

• ▹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 requiring critical thinking and strong problem-solving skills
• ▹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
• ▹Full availability for shift work (weekend work possible)

Soft skills

What we offer

• ▹Competitive salary, stock options and 401k
• ▹100% paid medical, dental, disability and life insurance
• ▹HSA program, vision, voluntary life and AD&D
• ▹Paid time off, 9 paid holidays and flexible work schedules
• ▹Fitness club memberships
• ▹Fully-stocked kitchens and catered lunches
• ▹iMac or MacBook equipment

About the company

Instructure is the maker of Canvas, a learning management system (LMS), dedicated to building usable, modern software that supports teaching and learning as part of a more open edtech ecosystem.