L1 Support Engineer at instructure

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: Role Overview: As an L1 Support Engineer, you will be the first point of contact for end users, LMS administrators, and corporate clients seeking technical support for Canvas. You will provide expert troubleshooting, guidance, and technical assistance via phone, web-based tools, and email. Additionally, you will serve as a liaison during problem escalations, ensuring a smooth handover to our Tier 2 Support team and complete issue resolution.   What You Will Do: - Respond to support tickets from admins, faculty, staff, and student end-users using a web-based ticketing system, phone, or live chat (handling both initial inquiries and escalated issues) - Escalate issues that cannot be resolved at Level 1 to the Level 2 Support Team - Provide timely and clear updates to users on ticket status - Mentor and assist fellow Level 1 Support Engineers as needed - Validate and clarify user-reported issues - Answer how-to questions and resolve user issues within the Canvas interface - Replicate, troubleshoot, and thoroughly describe simple bugs - Maintain accurate and complete records of all actions taken in the ticketing system - Be friendly, efficient, and dependable in all interactions - Document support processes if assigned - Perform additional duties as required by your supervisor   What You Should Have: - Fluency in reading, writing, and speaking English - Spanish fluency is a plus - Availability to work during US business hours - Strong technical, troubleshooting, and analytical skills - Self-motivated with the ability to work independently - Ability to excel in a fast-paced, agile environment that requires critical thinking and strong problem-solving capabilities - Quick thinker with a proactive attitude and readiness to embrace change - Strong customer service and professional communication skills (written and verbal) - Ability to handle clients professionally in all interactions - Commitment to complete a 3-week technical training phase (Monday–Friday, 16:00 to 00:00) to ensure preparedness for the role   Compensation: - Fixed, non-negotiable gross monthly salary: HUF 627,200   Join Instructure and be part of a dynamic team supporting innovative education technologies! 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.