As a part-time L1 Support Engineer at Instructure, you will assist end-users with technical issues related to our Canvas LMS software. Your primary responsibilities will include troubleshooting support tickets, validating reported issues, documenting support processes, and escalating unresolved tickets to the Tier 2 Support team. You'll be the friendly voice that guides educators and students through their technical challenges, ensuring a smooth and supportive experience.

To succeed as a L1 Support Engineer at Instructure, you should have strong communication skills, a background in customer support, and the ability to thrive in fast-paced situations. Familiarity with learning management systems like Canvas is a plus. We are looking for candidates who can work self-directed in an agile environment and possess excellent problem-solving abilities.

The part-time L1 Support Engineer plays a vital role in Instructure’s mission to simplify education and enhance personal development. By providing essential technical support to users of the Canvas LMS, you help ensure that our clients can effectively utilize the software to achieve their learning goals. Your contributions directly impact user satisfaction and engagement, which is aligned with our commitment to fostering successful educational experiences.

Instructure promotes a friendly, collaborative, and supportive work environment. As a remote L1 Support Engineer, you'll be part of a team that values communication and teamwork, even while working from different locations. Our culture encourages sharing ideas, learning together, and celebrating each other’s successes, making it a fantastic place to grow professionally.

Instructure values the development of its employees and provides comprehensive training for the part-time L1 Support Engineer role. You’ll receive hands-on training to familiarize yourself with our Canvas LMS software, support processes, and ticketing system. Additionally, ongoing training opportunities will be available to help you hone your skills and keep you updated on best practices in technical support.

When answering this question, highlight your relevant experience in providing user support, especially if you've worked with software similar to Canvas. Share specific examples of how you've resolved technical issues, validated reports, and communicated effectively with users. Be sure to convey your enthusiasm for helping others.

Demonstrate your ability to remain calm and collected in stressful scenarios. Discuss any prior experiences where you successfully managed your time and prioritized tasks while approaching user concerns with empathy. Highlight your problem-solving skills and how you ensure users feel supported during their technical issues.

Outline your systematic approach to troubleshooting, such as validating issues reported by users, replicating technical problems, and documenting all actions taken. Emphasize your strong analytical skills and how they help you identify the best solutions quickly. Sharing a specific example will strengthen your response.

Mention any relevant ticketing systems, customer relationship management tools, or communication software you've used. If you have experience with LMS platforms like Canvas, highlight that as well. Show that you are adaptable to learning new tools and technologies quickly.

Explain your method for assessing the urgency and impact of various issues. Mention your ability to balance client needs while ensuring timely resolutions. Providing a specific scenario where you successfully managed multiple tickets will reinforce your effectiveness.

Discuss your communication style, emphasizing clarity, patience, and professionalism in all interactions. Explain how you always keep users informed of the status of their issues, making sure they feel supported throughout the process. Providing examples of how you've effectively communicated in previous roles can strengthen your answer.

Highlight the importance of documentation in technical support roles. Explain how you meticulously record actions taken for resolutions, commonly encountered issues, and established processes in the ticketing system to enhance team knowledge and improve future resolution times.

Demonstrate your commitment to continuous learning by mentioning specific resources, such as webinars, online courses, industry blogs, or forums that you follow. Explain how staying informed helps you enhance your skills and deliver better support to users.

Express your passion for technology and helping others. Mention your admiration for Instructure's mission and culture, and how you resonate with its commitment to educational empowerment. Convey your eagerness to be part of a team that innovates in the learning space.

Share a specific anecdote where you handled a challenging user situation effectively. Highlight your problem-solving skills, empathy, and attention to detail in resolving the issue. This story will showcase your ability to restore client trust and create a positive impact.