[Remote] L1 Support Engineer at Instructure

United States

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$43,264 – $43,264Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

EdTech, SoftwareIndustries

Requirements

Candidates should possess strong written and verbal communication skills in English, along with proven technical, troubleshooting, and analytical skills. They must demonstrate the ability to function effectively in a self-directed environment and excel in a fast-paced, agile setting, requiring critical thinking and problem-solving. Candidates should also be able to think quickly, communicate positively, work proactively, and readily embrace change, and handle clients professionally during all interactions.

Responsibilities

The L1 Support Engineer will work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users, validating and clarifying issues, answering how-to questions, and fixing end-user issues resolvable through the Canvas user interface. They will also replicate, troubleshoot, and describe simple bugs, keep thorough records in the ticketing system, escalate tickets not resolvable at the L1 level, create documentation of Support processes, and perform other duties as assigned by their supervisor.

Skills

Technical Support

Troubleshooting

Analytical Skills

Communication Skills

Problem-Solving

Customer Service

Ticketing Systems

Agile Environment

Bug Replication

Instructure

Education technology for teaching and learning

About Instructure

Instructure focuses on enhancing the educational experience for teachers and students through its technology solutions. The main product, Canvas, is a learning management system (LMS) that enables educators to create, manage, and deliver course content effectively. This platform supports various educational institutions, including K-12 schools, universities, and corporate training programs, by providing a user-friendly interface for both instructors and learners. Unlike many competitors, Instructure operates on a subscription model, allowing institutions to access its services and tools for a fee. The goal of Instructure is to empower educators and improve student outcomes by providing effective teaching tools and resources, serving over 30 million users in more than 6,000 organizations globally.

Cottonwood Heights, UtahHeadquarters

2008Year Founded

$86.7MTotal Funding

IPOCompany Stage

EducationIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Tuition Reimbursement

Lifestyle Spending Account

Motivosity - employee recognition program

Risks

Algorithmic bias in AI systems could harm Instructure's reputation and user trust.

KKR's acquisition may lead to strategic shifts disrupting current operations.

Intensifying competition in EdTech could challenge Instructure's market position.

Differentiation

Instructure's Canvas platform is a leading learning management system in the EdTech market.

The company supports over 30 million users across more than 6,000 organizations globally.

Instructure's acquisition of Concentric Sky enhances its digital credentialing capabilities.

Upsides

Increased demand for hybrid learning solutions boosts Instructure's market potential.

Growing interest in micro-credentials aligns with Instructure's recent strategic acquisitions.

Expansion in emerging markets offers Instructure opportunities to increase its global footprint.

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