Instructure

L1 Technical Support Agent – full-time

Instructure

full-time

Posted on:

Location Type: Hybrid

Location: Budapest • Hungary

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Salary

💰 HUF 627,200 per month

About the role

  • 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)
  • Escalate tickets which are not resolvable to the Level 2 Support Team.
  • Provide timely updates to users.
  • If needed, mentor and assist fellow Level 1 Support Engineers.
  • 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
  • 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

Requirements

  • Ability to read, write and speak fluently in English
  • Strong technical, troubleshooting, and analytical skills
  • Proven ability to function in a self-directed environment
  • 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.
Benefits
  • Competitive compensation and participation in Instructure’s equity program
  • Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
  • Comprehensive wellness programs and mental health support
  • Annual learning and development stipends to support your growth
  • We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
  • A culture rooted in inclusivity, support, and meaningful connection

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootinganalytical skillsticketing systemCanvas user interfacedocumentation creationbug replicationissue validation
Soft skills
communication skillsproblem-solving skillscritical thinkingself-directedadaptabilityprofessionalismmentoringfriendlinessdependabilitysense of humor