L1 Parchment Support Engineer

Instructure

L1 Parchment Support Engineer providing support for learners and consumers. Responding to inquiries and troubleshooting issues through multiple channels at Instructure.

Posted 6/24/2026full-timeBudapest • 🇭🇺 HungaryMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets
Clearly and empathically explain complex policies, procedures, and technical steps
Troubleshoot user issues and guide customers through our electronic systems
Review and evaluate applications for completeness and compliance with guidelines
Efficiently manage client inquiries through a web-based ticketing system
Maintain accurate records and enter data across various platforms
Collaborate with team members to resolve issues and share best practices
Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution.
Proactively communicate updates and resolutions to key stakeholders

Requirements

What you’ll need

Strong customer service skills, with a background in high-volume support environments
Excellent communication and active listening abilities
Experience troubleshooting hardware and software issues
Comfortable using technology to solve problems and help others
Strong organizational and time management skills
Able to work both independently and collaboratively
Self-motivated with a proactive, solutions-oriented mindset
Demonstrated ability to adapt to a fast-paced, constantly evolving environment
A track record of accountability, ownership, and delivering on commitments
Comfortable with remote tools and virtual collaboration platforms

Benefits

Comp & perks

Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
Comprehensive wellness programs and mental health support
Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
The technology and tools you need to do your best work
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingdata entryapplication reviewcompliance evaluationtechnical supportcustomer service

Soft Skills

communicationactive listeningorganizational skillstime managementcollaborationproactive mindsetadaptabilityaccountability