L1 Support Engineer (Part Time) 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: Join the Instructure Technical Support team to provide exceptional technical assistance to end users of Canvas, our innovative Learning Management System (LMS). As an L1 Support Engineer, you’ll support Canvas users, LMS administrators, and corporate clients through troubleshooting, guidance, and responsive service. You will be pivotal in resolving technical issues and escalating more complex problems to Tier 2 Support, ensuring a seamless user experience.   What You Will Do:   - Respond to support tickets via web-based system, phone, or live chat from admins, faculty, staff, and students—including both initial and escalated contacts. - Escalate unresolved tickets to the Level 2 Support Team promptly. - Provide clear, timely updates to users on ticket progress. - Mentor and assist fellow Level 1 Support Engineers as needed. - Validate and clarify reported issues, answer "how-to" questions, and resolve issues through the Canvas user interface. - Replicate, troubleshoot, and clearly document simple bugs. - Maintain thorough, accurate records of all ticket activities in the system. - Develop support documentation when assigned. - Perform other tasks as required by supervisor. What You Should Have:   - Fluency in reading, writing, and speaking English - Strong technical, troubleshooting, and analytical skills - Ability to work independently and stay self-motivated - Thrive in a fast-paced, agile environment with strong critical thinking and problem-solving abilities - Positive communicator, able to work proactively and manage change well - Professionalism in client interactions - Strong written and verbal communication skills   Onboarding: - Full availability for a dedicated 3-week technical training phase (Monday – Friday, 16:00 to 00:00) is required to ensure success in the role.   Compensation & Schedule: - Gross monthly salary: HUF 313,600 (fixed and non-negotiable) - Part-time, 20 hours per week   Join us to make an impact by supporting education through innovative technology solutions at Instructure! 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.