Customer Support Engineer

• At Instructure , we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
• We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

This role is customer facing and requires technical competency in supporting different parts of the business including new and existing clients. The successful applicant will be required to:

Use knowledge-based support platforms to troubleshoot and resolve a wide range of client issues, typically via email and in accordance with agreed SLAs

Multitask and prioritise a daily flow of tasks together with longer-term projects, liaise with internal development team, 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 of new features and validation of software fixes

Troubleshoot client integration issues

In addition to addressing a full range of customer queries, handle technical requests raised by internal departments

Where necessary, initiate suggestions for product improvement based on client feedback

Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources

Monitor system logs

Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding

Active self-learning is a key component of this role

Both our customers and our team are world-wide and we also have staff based in other timezones so some out-of-hours meetings may be required.

Required education/skills/experience

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

Desired skills/experience

Background with relational databases, SQL scripting

Familiarity with Linux based environments

Analysing application and server logs

Experience of using AI in daily operations

Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh

Familiarity using iOS

Atlassian Suite (Confluence / JIRA / Bitbucket)

Salesforce or similar tech support management system

REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL

Microsoft Office

Familiarity with user acceptance testing

AWS, microservices

Understanding of Security, Public key infrastructure

Note: This role is primarily remote. There may be occasional opportunities to meet in person at the office, potentially once or twice a year, if needed.

Get in on all the awesome at Instructure!

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.