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Mid LevelFull-timeAWSAgileGo
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
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.
Key Responsibilities
- →Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users
- →Escalate tickets that are not resolvable to the Level 2 Support Team
- →Provide timely updates to users
- →Mentor and assist fellow Level 1 Support Engineers
- →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
- →Create documentation of Support processes
- →Perform other duties as assigned by the supervisor
Requirements
- ✓High school diploma or equivalent
- ✓Fluent in English, with strong reading, writing, and speaking skills
- ✓Strong technical, troubleshooting, and analytical abilities
- ✓Proven ability to work independently in a self-directed environment
- ✓Ability to thrive in a fast-paced, agile environment
- ✓Ability to think quickly, communicate positively, and work proactively
- ✓Professionalism in handling clients and all interactions
- ✓Strong written and verbal communication skills
- ✓A positive attitude and sense of humor
- ✓Willingness to undergo a background check
- ✓Ability to present at least one valid government-issued ID
- ✓Proof of education, such as a Transcript of Records or Diploma
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