As an L1 Support Engineer at Instructure, you'll be responsible for managing and resolving user tickets through various channels, providing timely solutions, escalating unresolved issues, and maintaining thorough documentation of your support processes. Your role involves supporting both administrators and end-users of Canvas, ensuring smooth operation of our Learning Management System.

To qualify for the L1 Support Engineer position at Instructure, a high school diploma is essential. Additionally, you should possess strong technical troubleshooting skills, analytical capabilities, and fluency in both English and Portuguese. The ability to work in a fast-paced, self-directed environment is crucial for success in this role.

The L1 Support Engineer role at Instructure demands strong technical troubleshooting skills, effective communication abilities, and analytical thinking. You should be comfortable using various ticketing systems, and your fluency in English and Portuguese will enable you to assist a diverse range of users effectively.

Once hired as an L1 Support Engineer at Instructure, you will undergo a comprehensive onboarding and training process. This includes learning about our Canvas LMS, familiarizing yourself with support procedures, and practicing your troubleshooting skills in a guided environment, ensuring you are fully prepared to assist users.

The work culture at Instructure is friendly and supportive, promoting collaboration and creativity. As a remote L1 Support Engineer, you'll be part of a team that values diversity and encourages shared ideas. You'll also enjoy perks like competitive compensation, an extra week off for the whole company, and various employee wellness programs.

When answering this question, focus on specific duties you've performed in previous technical support roles, such as managing user inquiries, troubleshooting technical issues, and using ticketing systems. Highlight your bilingual capabilities, especially in English and Portuguese, and how they have helped you in past roles.

In your response, share a specific example of a challenging situation you've faced in customer support. Emphasize your approach to active listening, empathizing with the customer, and effectively communicating solutions or alternatives. Stress the importance of maintaining professionalism and a positive demeanor, even under pressure.

Explain your systematic approach to troubleshooting, including validating user-reported issues, replicating problems, and applying solutions. Mention any relevant tools or software you've used in the past to identify and resolve issues efficiently.

Discuss your strategy for prioritization based on urgency, complexity, and impact on users. You might want to mention using a ticketing system to track and categorize issues while ensuring timely communication with users about the status of their requests.

Share your approach to escalation: first, ensure you fully understand the problem and try all possible solutions. If the issue remains unresolved, explain how you would document the situation accurately and escalate it to Tier 2 support effectively while keeping the user informed throughout the process.

Highlight your organizational skills and the tools or methods you use to keep track of outstanding tickets. Discuss techniques like creating to-do lists, setting reminders, or utilizing ticketing software to ensure nothing gets overlooked.

Discuss any prior experience you have with learning management systems like Canvas or similar platforms. Focus on your understanding of their functionalities and any specific technical issues you've helped users resolve regarding these systems.

Share a concrete example where your initiative led to a more efficient support process. Talk about how you identified an area for improvement, the steps you took to implement changes, and the positive outcomes that resulted from your efforts.

Express your belief that a great support engineer embodies empathy, effective communication skills, strong problem-solving abilities, and the technical know-how necessary to assist users. Mention the importance of staying updated with the latest industry trends to enhance support quality.

Discuss your openness to feedback and your proactive approach to self-improvement. You can mention tools you utilize to assess your performance and how you integrate constructive criticism to enhance your skill set and support quality.