L1 Support Engineer - Spanish Backup

Instructure, Inc. • ,

3d • $18 - $21

About The Position

The L1 Support Engineer provides technical assistance to end users of Canvas, Instructure’s learning management system, including administrators, faculty, staff, students, and corporate users. Support is provided through phone, web-based tools, email, and live chat. The role advises clients on product use, troubleshoots reported issues, and assists customers from the start of an issue through resolution or escalation to Tier 2 Support.

The position also involves maintaining complete ticket records, creating support-process documentation when assigned, and providing friendly, efficient, dependable service with timely updates. Other duties may be assigned by the supervisor.

Requirements

• Read, write, and speak fluently in Spanish.
• Strong technical, troubleshooting, and analytical skills.
• Ability to function in a self-directed environment.
• Ability to work in a fast-paced, agile environment requiring critical thinking and problem-solving.
• Ability to think quickly, communicate positively, work proactively, and embrace change.
• Ability to handle clients professionally during all interactions.
• Strong written and verbal communication skills.

Nice To Haves

• A sense of humor.

Responsibilities

• Work support tickets through a web-based ticketing system, phone, or live chat for administrators, faculty, staff, and student end users.
• Validate and clarify reported issues.
• Answer how-to questions about Canvas.
• Resolve end-user issues that can be addressed through the Canvas user interface.
• Replicate, troubleshoot, and describe simple bugs.
• Maintain thorough, clear, and complete records of actions taken in the ticketing system.
• Escalate tickets that cannot be resolved at the L1 level to the L2 Support team.
• Provide friendly, efficient, dependable service and timely updates to users.
• Create documentation of Support processes when assigned.
• Perform other duties as assigned by the supervisor.

Benefits

• Competitive compensation.
• Full-time employees participate in the company ownership program.
• Flexible work culture, with remote, hybrid, and in-office collaboration spaces varying by role, team, and location.
• Generous time off, including local holidays and an annual late-December “Dim the Lights” period, subject to departmental needs.
• Wellness programs and mental health support.
• Learning and development resources, including professional development tools and tuition reimbursement.
• Technology and tools needed to do the work.
• Motivosity employee recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed