L1 Support Engineer - Portuguese (Part-time)

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. The role supports customers through phone, web-based tools, email, and live chat, advising them on product use and helping resolve user issues from initial contact through resolution or escalation.

The engineer validates and clarifies reported issues, answers how-to questions, resolves issues that can be fixed through the Canvas user interface, and replicates and troubleshoots simple bugs. The role keeps complete ticket records, provides timely updates, and escalates issues that cannot be resolved at L1 to the L2 Support team. When assigned, the engineer also documents support processes and performs other duties as assigned by a supervisor.

The role requires fluency in Portuguese, strong troubleshooting and analytical skills, and the ability to work independently in a fast-paced, changing environment while communicating professionally with clients. Instructure describes a flexible work culture with remote, hybrid, and in-office collaboration spaces varying by role, team, and location.

Requirements

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

Nice To Haves

• A sense of humor.

Responsibilities

• Handle support tickets submitted through a web-based ticketing system, phone, or live chat by 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.
• Ownership program participation for full-time employees.
• 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 “Dim the Lights” period in late December, based on 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.
• A culture rooted in inclusivity, support, and meaningful connection.

What This Job Offers

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