L1 Support Engineer - Spanish Bilingual

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, as well as learning management system administrators and corporate users. Support is provided through phone, web-based tools, email, and live chat. The role advises clients on product use, addresses user issues, and supports customers from issue initiation through resolution or escalation, serving as a liaison with Tier 2 Support when needed. The engineer handles tickets from administrators, faculty, staff, and students, including initial contacts and issues escalated by administrators. They validate reported issues, answer how-to questions, resolve issues that can be fixed through the Canvas user interface, and replicate, troubleshoot, and document simple bugs. The role also maintains complete ticket records, provides timely updates, and may document support processes when assigned.

Requirements

Fluency in reading, writing, and speaking both English and Spanish.
Strong technical, troubleshooting, and analytical skills.
Ability to work in a self-directed environment.
Ability to succeed in a fast-paced, agile environment requiring critical thinking and strong problem-solving skills.
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.
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 questions about how to use the product.
Resolve end-user issues that can be addressed through the Canvas user interface.
Replicate, troubleshoot, and describe simple bugs.
Keep thorough, clear, and complete records of actions taken in the ticketing system.
Escalate issues 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.
Participation in the employee ownership program for all full-time employees.
Flexible work culture; remote, hybrid, and in-office options vary 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 and professional development tools.
Tuition reimbursement.
Technology and tools needed to do the work.
Motivosity employee recognition program.
Inclusive culture focused on support and meaningful connection.