French Bilingual Support Engineer

🔥 17 minutes ago

🇨🇦 Canada – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

📚 Education

☁️ SaaS

🤖 Artificial Intelligence

Education • SaaS • Artificial Intelligence

Instructure is an educational technology company that provides various digital tools and platforms to enhance and streamline teaching and learning experiences across different educational levels, from K-12 to professional education. Central to their offerings is the Canvas Learning Management System (LMS), which serves as a comprehensive hub for educators and students to connect and communicate effectively. Instructure also offers additional tools such as Canvas Studio and Canvas Catalog, as well as data-driven insights through Intelligent Insights that utilize AI to improve educational outcomes. The company's products are designed to support evidence-based decision-making, optimize technology usage, and foster impactful results in educational environments.

📋 Description

• Troubleshoot and resolve complex client issues through knowledge-based support platforms, typically via email and agreed SLAs • Triage and prioritize daily tasks and long-term projects • Liaise with development and SRE teams and escalate issues as appropriate • Respond to and engage with clients in written and oral French • Use AI to optimize troubleshooting and assist with tasks • Implement resolution plans for technical problems • Modify Freemarker document templates • Assist with testing new features and validating software fixes • Address customer queries and technical requests from internal departments • Suggest product improvements based on client feedback • Identify and evaluate support process improvement opportunities • Monitor system logs • Write documentation and produce workflows for functionality and issue resolution • Provide Canadian French translations for documents • Participate in active learning • Attend occasional out-of-hours meetings with global support bases

🎯 Requirements

• Minimum 3 years experience as a support engineer or similar role • Proven experience in troubleshooting and problem solving • Honed analytical skills • Fluent and professional oral and written English and French • Background with relational databases and SQL scripting • Experience analysing application and server logs • Excellent customer-facing skills and follow up • BSc in Computer Science or related field • Experience using AI in daily operations (desired) • Knowledge of XML, HTML 5, Java, JavaScript, JSON, SSO (desired) • Familiarity using iOS (desired) • Atlassian Suite: Confluence, JIRA, Bitbucket (desired) • Familiarity with Salesforce or similar technical support management system (desired) • Knowledge of REST, Freemarker, XSL-FO (FOP), Git, CSS3 (desired) • Microsoft Office proficiency (desired) • Familiarity with user acceptance testing (desired) • Knowledge of AWS and microservices (desired) • Understanding of security and public key infrastructure (desired) • Ability to work in the Central Time Zone of Canada • All employees must pass a background check

🏖️ Benefits

• Competitive compensation • Full-time employee ownership program • Flexible work culture • Generous time off, including local holidays and annual “Dim the Lights” period • Comprehensive wellness programs and mental health support • Learning and development resources • Professional development tools and tuition reimbursement • Technology and tools needed to do your best work • Motivosity employee recognition program • Inclusive, supportive culture

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