Remote Customer Support Engineer - AI-Driven Troubleshooter

Instructure; Manila; On-site; PHP 558,000 - 614,000; Full time

Benefits offered by this job

Competitive compensation

Ownership program

Flexible work culture

Wellness programs

Tuition reimbursement

Job summary

Instructure is seeking a customer-facing support engineer in the Philippines to troubleshoot and resolve client issues via knowledge-based platforms, while coordinating with internal teams and applying AI-enhanced techniques for efficiency.

The role emphasizes multitasking, documentation, and ongoing self-learning, with occasional meetings outside regular hours due to global operations.

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 with SLA adherence.
• Multitask and prioritise daily tasks with longer-term projects, liaise with internal development, escalate when needed.
• 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 in addition to customer queries.
• Identify opportunities for product improvement from client feedback.
• Monitor system logs and write high-quality documentation and workflows.
• Engage in active self-learning; participate in occasional out-of-hours meetings.

Skills

Troubleshooting

Analytical skills

English proficiency

Customer-facing skills

Self-learning

Education

BSc in Computer Science

Tools

Confluence/JIRA

Salesforce

Freemarker

XML

HTML5

Java

JavaScript

JSON

SSH

Linux

SQL

AWS

Job description

Instructure is seeking a customer-facing support engineer in the Philippines to troubleshoot and resolve client issues via knowledge-based platforms, while coordinating with internal teams and applying AI-enhanced techniques for efficiency.

The role emphasizes multitasking, documentation, and ongoing self-learning, with occasional meetings outside regular hours due to global operations.