L1 Technical Support Engineer at Instructure in Salt Lake City, UT

Company Description

Instructure was founded to define, develop, and deploy superior, easy-to-use software. (And that’s what we did / do / will keep on doing.) We are dedicated to the fight against iffy, mothbally, shoddy software. We make better, more usable tools for teaching and learning (you know, stuff people will actually use). A better connected and more open edtech ecosystem. And more effective ways for everyone everywhere to access education, make discoveries, share knowledge, be inspired, and do big things. We accomplish all this by giving smart, creative, passionate people opportunities to create awesome. So here’s your opportunity.

Job Description

The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. Technical Support Representatives support end users of Canvas. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

The Force never sleeps and neither do we! Our team is awesome and available 24/7. That means we have day, swing, night and weekend shifts (so, yes, working Saturday/Sunday is a possibility). We can't guarantee what shift you'll get because we like to keep it spicy (and they're based on tenure). Candidates must have full availability to start.

What you will be doing:

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
• Impersonate the Yoda voice during down time.
• When working tickets:
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Canvas user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Levitate desk chair across the room.
• Be friendly, efficient, and dependable, and always provide timely updates to users
• When assigned, create documentation of Support processes
• Perform other duties as assigned by supervisor
• Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).

Qualifications

• High School diploma
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Jedi force-push
• Jedi mind-trick
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions
• Strong written and verbal communication skills
• Sense of humor. Like a really funny one.

Additional Information

Get in on all the awesome at Instructure.

• Competitive salary, stock options, and 401k
• 100% paid medical, dental, disability, and life insurance
• HSA program, vision, voluntary life, and AD&D
• Time off with pay, 9 paid holidays, and flexible work schedules
• Fitness club memberships
• Fully-stocked kitchens and catered lunches
• iMacs or Macbooks

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.