L1 Support Engineer (Part Time)

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  Respond to support tickets via web-based system, phone, or live chat from admins, faculty, staff, and students—including both initial and escalated contacts.

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  Escalate unresolved tickets to the Level 2 Support Team promptly.

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  Provide clear, timely updates to users on ticket progress.

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  Mentor and assist fellow Level 1 Support Engineers as needed.

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  Validate and clarify reported issues, answer "how-to" questions, and resolve issues through the Canvas user interface.

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  Replicate, troubleshoot, and clearly document simple bugs.

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  Maintain thorough, accurate records of all ticket activities in the system.

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  Develop support documentation when assigned.

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  Perform other tasks as required by supervisor.

• Fluency in reading, writing, and speaking English

• Strong technical, troubleshooting, and analytical skills

• Ability to work independently and stay self-motivated

• Thrive in a fast-paced, agile environment with strong critical thinking and problem-solving abilities

• Positive communicator, able to work proactively and manage change well

• Professionalism in client interactions

• Strong written and verbal communication skills

• Full availability for a dedicated 3-week technical training phase (Monday – Friday, 16:00 to 00:00) is required to ensure success in the role.

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.