About the role
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.
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)
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
Levitate desk chair across the room.
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 supervisor
Other duties as assigned by the supervisor (such as locating Waldo or Carmen Sandiego).
Here is what you will need to know/have:
Ability to read, write and speak fluently in English and Spanish
Strong technical, troubleshooting, and analytical skills
Proven ability to function in a self-directed environment
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
Ability to handle clients professionally during all interactions
Strong written and verbal communication skills
Sense of humor. Like a really funny one.
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.