L1 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: 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. Job Details: Onsite | Giga Tower, Bridgetowne, Ugong Norte, Quezon City Monday to Sunday | Shifting Schedule (24/7 coverage) 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 that 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 the supervisor. Here is what you will need to know/have: - High school diploma or equivalent. - Fluent in English, with strong reading, writing, and speaking skills. - Strong technical, troubleshooting, and analytical abilities. - Proven ability to work independently in a self-directed environment. - Ability to thrive in a fast-paced, agile environment that requires critical thinking, problem-solving, and adaptability. - Ability to think quickly, communicate positively (even when delivering difficult news), and work proactively. - Professionalism in handling clients and all interactions. - A positive attitude and sense of humor — we appreciate people who bring energy to the team. Additional requirements: - Willingness to undergo a background check. - Ability to present at least one valid government-issued ID (Driver’s License, Passport, UMID, or PhilSys ID — physical ID required). - Proof of education, such as a Transcript of Records or Diploma. Not required, but a plus: - Experience teaching or instructing at a school or college using educational technology similar to Canvas. - Experience supporting educational technology in a school or college setting. - Familiarity with cloud-based technology solutions. - Experience communicating and collaborating using tools like Slack and/or Jira. 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.