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Instructure is seeking a Customer Support Engineer to provide technical support to clients and internal teams. This is a customer-facing role requiring strong technical competency across multiple business areas.
Key Responsibilities:
- Troubleshoot and resolve client issues via email and knowledge-based support platforms, adhering to agreed SLAs
- Multitask and prioritize daily support tickets alongside longer-term projects
- Liaise with internal development teams and escalate issues appropriately
- Leverage AI tools to optimize troubleshooting and assist with tasks
- Implement resolution plans for technical problems
- Modify Freemarker document templates
- Assist with testing new features and validating software fixes
- Troubleshoot client integration issues
- Handle technical requests from internal departments
- Suggest product improvements based on client feedback
- Identify and evaluate support process improvement opportunities
- Monitor system logs
- Write high-quality documentation and workflows for internal and customer use
- Engage in active self-learning
- Participate in occasional out-of-hours meetings to support worldwide teams across different timezones
The role is primarily remote with potential occasional in-person office meetings (once or twice yearly). Instructure offers competitive compensation, flexible work culture, generous time off including an annual "Dim the Lights" recharge period in December, comprehensive wellness programs, learning and development resources, and a culture rooted in inclusivity.
Requirements:
- Minimum 2 years experience as a support engineer or similar role
- Proven experience in troubleshooting and problem solving
- Honed analytical skills
- Fluent and professional oral and written English
- Excellent customer-facing skills
- BSc in Computer Science or related field
Desired Skills:
- Background with relational databases and SQL scripting
- Familiarity with Linux-based environments
- Experience analyzing application and server logs
- Experience using AI in daily operations
- Knowledge of bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
- Familiarity with iOS
- Atlassian Suite (Confluence, JIRA, Bitbucket)
- Salesforce or similar tech support management systems
- REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL
- Microsoft Office
- User acceptance testing experience
- AWS and microservices
- Understanding of security and public key infrastructure
