Remote Customer Support Engineer - AI-Driven Tech Support

Instructure, Inc.

Manila, Hinoba-an

On-site

PHP 500,000 - 900,000

Full time

3 days ago

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Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness program

Tuition reimbursement

Learning resources

Job summary

Instructure, Inc. is seeking a customer-facing Support Engineer to troubleshoot a wide range of client issues and support multiple business areas.

The role requires strong technical competency, knowledge-based troubleshooting, and the ability to work with internal teams across time zones. You will use knowledge bases, AI-assisted tools, and debugging skills to resolve problems, modify templates, test features, and contribute to process improvements while maintaining high-quality documentation

Qualifications

Minimum 2 years experience as a support engineer or similar role.
Proven experience in troubleshooting and problem solving.
Honed analytical skills.
Fluent and professional oral and written English.
Excellent customer-facing skills.
BSc in Computer Science or related field.

Responsibilities

Use knowledge-based support platforms to troubleshoot and resolve client issues via email per SLAs.
Multitask and prioritise daily tasks and long-term projects, liaise with internal dev team.
Use AI to optimise troubleshooting and assist with tasks.
Implement resolution plans for technical problems.
Modify Freemarker document templates.
Assist with testing of new features and validation of software fixes.
Troubleshoot client integration issues.
Handle technical requests from internal departments.
Suggest product improvements based on client feedback.
Identify and evaluate support process improvements with global teams.
Monitor system logs and write high-quality documentation.
Active self-learning; participate in occasional out-of-hours meetings.