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L1 L2 Engineer Support

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. The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Bridge. 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.

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 Bridge 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

Instant Enquiry

We will contact you in 1 to 2 hour fill free to contact us