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