Customer Support Engineer

🔥 16 hours ago

🇵🇭 Philippines – Remote

💵 ₱300 - ₱350 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• Provide customer-facing technical support for new and existing clients • Troubleshoot and resolve client issues via email in accordance with agreed SLAs • Multitask and prioritize daily tasks and longer-term projects • Liaise with internal development teams and escalate issues as appropriate • Use AI to optimize troubleshooting and assist with tasks • Implement resolution plans for technical problems • Modify Freemarker document templates • Test new features and validate software fixes • Troubleshoot client integration issues • Handle technical requests from internal departments • Suggest product improvements based on client feedback • Identify and evaluate support process improvement opportunities with worldwide support resources • Monitor system logs • Write documentation and produce workflows for functionality and issue resolution • Engage in active self-learning • Participate in occasional out-of-hours meetings with worldwide teams

🎯 Requirements

• Minimum 2 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 • Excellent customer-facing skills • BSc in Computer Science or related field • Background with relational databases and SQL scripting • Familiarity with Linux-based environments • Experience analysing application and server logs • Experience using AI in daily operations • Knowledge and use of bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh • Familiarity using iOS • Experience with Atlassian Suite (Confluence, JIRA, Bitbucket) • Experience with Salesforce or similar technical support management system • Knowledge of REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL • Familiarity with Microsoft Office • Familiarity with user acceptance testing • Knowledge of AWS and microservices • Understanding of Security and Public key infrastructure • Willingness to work one of the assigned schedules: 4:30 AM, 8:30 AM, or 10:30 AM Manila Time • Must pass a background check • Must complete identity verification and provide required personal and contact information in accordance with local data privacy laws

🏖️ Benefits

• Competitive compensation • Full-time employee participation in the ownership program • Flexible work culture • Generous time off, including local holidays and the 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 culture rooted in support and meaningful connection