L1 Support Engineer, Spanish Backup

Instructure

Technical Support Engineer role providing troubleshooting assistance for Canvas users at Instructure. Focused on resolving end-user issues and ensuring customer satisfaction through prompt support.

Posted 5/26/2026part-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $21 per hourWebsite

About the role

Key responsibilities & impact

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)
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

What you’ll need

Strong written and verbal communication skills 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

Benefits

Comp & perks

Competitive compensation
A Life Spending Account (LSA) that you can use to pay for various lifestyle-related expenses
An extra week off for the whole company every year
Employee recognition program through Motivosity
Goal-setting, proactive reviews, and internal training
Employee assistance program
Tuition reimbursement
Apple equipment and Macbooks
Home Office Stipend
Wellness motivation through Wellable
We support your well-being with workplace meals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinganalytical skillsticketing systemCanvas user interfacedocumentation

Soft Skills

written communicationverbal communicationself-directedcritical thinkingproblem-solvingprofessionalismadaptabilityfriendlinessefficiencydependability