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.

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.