Customer Support Engineer

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: This role is customer facing and requires technical competency in supporting different parts of the business including new and existing clients. The successful applicant will be required to: - 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 - Use AI to optimise troubleshooting and assist with tasks - Implement resolution plans for technical problems - Modify Freemarker document templates - Assist with testing of new features and validation of software fixes - Troubleshoot client integration issues - 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 - 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 self-learning is a key component of this role - Both our customers and our team are world-wide and we also have staff based in other timezones so some out-of-hours meetings may be required. **Required education/skills/experience** - 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 **Desired skills/experience** - Background with relational databases, SQL scripting - Familiarity with Linux based environments - Analysing application and server logs - Experience of using AI in daily operations - 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 - REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL - Microsoft Office - Familiarity with user acceptance testing - AWS, microservices - Understanding of Security, Public key infrastructure **Note:** This role is primarily remote. There may be occasional opportunities to meet in person at the office, potentially once or twice a year, if needed. **Get in on all the awesome 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, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Learning and development resources, including professional development tools and tuition reimbursement, to support your growth - The technology and tools you need to do your best work - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection 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.