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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 include:
- Troubleshoot and resolve client issues via email and knowledge-based platforms, adhering to SLAs
- Multitask and prioritize daily support tickets alongside longer-term projects
- Liaise with internal development teams and escalate issues appropriately
- Implement resolution plans for technical problems and modify Freemarker document templates
- Assist with testing new features and validating software fixes
- Troubleshoot client integration issues and handle technical requests from internal departments
- Monitor system logs and analyze application/server logs
- Write high-quality documentation and workflows for both internal and customer use
- Identify and evaluate support process improvements
- Suggest product improvements based on client feedback
- Engage in active self-learning
Required qualifications:
- Minimum 2 years experience as a support engineer or similar role
- BSc in Computer Science or related field
- Proven troubleshooting and problem-solving skills
- Strong analytical abilities
- Fluent, professional English (oral and written)
- Excellent customer-facing skills
Desired skills include relational databases/SQL, Linux environments, bash scripting, XML/HTML5, Java, JavaScript, JSON, Atlassian Suite, Salesforce, REST, Freemarker, Git, AWS, microservices, and security/PKI knowledge.
This role is primarily remote with occasional in-person meetings (1-2 times yearly). Some out-of-hours meetings may be required due to worldwide team distribution.
