Job Description

Instructure is a global EdTech leader, serving millions of teachers and students around the world. Openness is core to who we are. That’s why we partner with over 900 education technology companies in the largest partner community for any Learner Management System.

Instructure also offers a portfolio of products and services designed specifically for other EdTech providers. These unique solutions empower our partners to more quickly build and scale products.

Parchment, recently acquired by Instructure, helps lifelong learners around the world make the most of their academic achievements, turning them into opportunities. We have an important mission and as such, we actively seek employees who are passionate about education, and technology, and doing their very best every day!

We are now looking for an experienced bilingual Customer Support Engineer to join our Canadian team to support our rollout of the Canadian National Network to new Higher Education partners as they onboard to our SaaS platform as well as support our existing international partners.

You’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.

We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team. You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world.

This is a remote working position based in the Eastern Time Zones of Canada. We offer a competitive salary and benefits package for the right individual.

What you will do:

• This role is customer facing and requires technical competency in supporting different parts of the business including new and existing clients. The successful applicant will be required to:
• Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs
• Multitask and prioritize a daily flow of tasks together with long-term projects, liaise with our development team, escalate issues as appropriate
• Implement resolution plans for technical problems
• Assist with specification, implementation and testing of new features and validation of software fixes
• In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
• Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
• Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
• Monitor system logs
• Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
• Provide Canadian French translations to documents where required
• Active learning is a key component of this role
• We have offices based in Melbourne, Australia and Dublin, Ireland so some out-of-hours meetings may be required.

What you will need to know/have:

• Fluent and professional oral and written English and French
• Minimum 4 years experience as a support engineer or similar role
• Proven experience in troubleshooting and problem solving
• Honed analytical skills
• Excellent customer-facing skills and follow up
• BSc in Computer Science or related field preferred
• Background with relational databases, SQL scripting
• Familiarity with Linux based environments
• Analyzing application and server logs
• Installation and configuration of applications
• Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh

Bonus points if you also have:

• Familiarity using iOS
• Atlassian Suite (Confluence / JIRA / Bitbucket)
• Familiar with Zendesk, Salesforce or similar tech support management system
• REST, Freemarker, XSL-FO (FOP), git, CSS3, openssl
• Basic programming
• Microsoft Office
• Familiarity with user acceptance testing
• AWS, Kubernetes, Docker, ELK, microservices, JMeter
• Understanding of Security, Public key infrastructure, HSM

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.

All Instructure employees are required to successfully pass a background check upon being hired.

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