Technical Support Analyst
ArineFull Time
Entry Level & New Grad
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 abilities. The ideal candidate should be able to think quickly, communicate positively, work proactively, and readily embrace change, and handle clients professionally during all interactions.
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, fixing end-user issues resolvable through the Canvas user interface, replicating and troubleshooting simple bugs, keeping thorough records in the ticketing system, escalating tickets not resolvable to the L2 Support team, and creating documentation of Support processes. They will also assist clients from issue initiation through resolution or escalation, and perform other duties as assigned by the supervisor.
Education technology for teaching and learning
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.