L1 Support Engineer – Spanish Bilingual

🕒 Yesterday

🇺🇸 United States – Remote

💵 $18 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Provide technical assistance to end-users of Canvas LMS • Support learning management system administrators, corporate users, faculty, staff, and students • Provide troubleshooting and technical support via phone, web-based tools, email, and live chat • Work tickets through the web-based ticketing system • Validate and clarify reported issues • Answer how-to questions • Resolve end-user issues through the Canvas user interface • Replicate, troubleshoot, and describe simple bugs • Maintain thorough, clear, and complete ticket records • Escalate unresolved L1 tickets to the L2 Support team • Act as a liaison between customers and Tier 2 Support during escalations • Assist clients from issue initiation through resolution or escalation • Create documentation of Support processes when assigned • Perform other duties as assigned by the supervisor

🎯 Requirements

• Ability to read, write and speak fluently in English and Spanish • Strong technical, troubleshooting, and analytical skills • Proven ability to function in a self-directed environment • Ability to excel in a fast-paced, agile environment • Critical thinking and strong problem-solving skills • Ability to think quickly and communicate positively • Ability to work proactively and embrace change • Ability to handle clients professionally • Strong written and verbal communication skills • Sense of humor • 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 • 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 • Tuition reimbursement • Technology and tools provided • Motivosity employee recognition program • Inclusive, supportive culture

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