Customer Support Engineer

🕒 Yesterday

🇵🇭 Philippines – Remote

💵 ₱50k - ₱55k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Troubleshoot and resolve a wide range of client issues using knowledge-based support platforms, typically via email and in accordance with agreed SLAs • Multitask and prioritise daily tasks alongside longer-term projects • Liaise with the internal development team and escalate issues as appropriate • Use AI to optimise troubleshooting and assist with tasks • Implement resolution plans for technical problems • Modify Freemarker document templates • Assist with testing new features and validating software fixes • Troubleshoot client integration issues • Handle technical requests raised by internal departments • Suggest product improvements based on client feedback • Identify and evaluate support process improvement opportunities with worldwide support resources • Monitor system logs • Write high-quality documentation and produce workflows for functionality and issue resolution • Engage in active self-learning • Attend occasional out-of-hours meetings with worldwide customers and teams across time zones

🎯 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 • All employees must pass a background check • Candidates may be asked to verify their legal name, current physical location, valid contact number, and residential address

🏖️ Benefits

• Competitive compensation • Ownership program for all full-time employees • 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 • Tuition reimbursement • Technology and tools provided to do your best work • Motivosity employee recognition program • Inclusive, supportive culture