Bilingual L1 Support Engineer – Canvas LMS

Instructure; United States; Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Professional development

Tuition reimbursement

Technology and tools for performance

Motivosity recognition program

Inclusive culture

Job summary

Instructure is seeking a Technical Support specialist to assist Canvas users, admins, staff, and corporate clients with troubleshooting and guidance. You will document issues, resolve straightforward problems, and escalate complex tickets to Tier 2 when needed.

The role requires fluent Spanish, strong analytical skills, and the ability to work in a fast-paced, agile environment while remaining friendly, proactive, and customer-focused across channels.

Qualifications

• Fluency in Spanish required for communication with users.
• Strong technical, troubleshooting, and analytical skills.
• Ability to function in a self-directed environment.
• Ability to excel in a fast-paced, agile environment requiring critical thinking.

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users.
• Validate and clarify the issue reported.
• Answer how-to questions.
• Fix end-user issues that are resolvable through the Canvas user interface.
• Replicate, troubleshoot, and describe simple bugs.
• Keep thorough, clear, and complete records in the ticketing system of all actions taken.
• Escalate tickets not resolvable at the L1 level to the L2 Support team.
• Be friendly, efficient, and dependable, and always provide timely updates to users.
• When assigned, create documentation of Support processes.
• Perform other duties as assigned by supervisor.
• Other duties as assigned by the supervisor (such as locating Waldo or Carmen Sandiego).

Skills

Fluent Spanish

Strong technical troubleshooting

Self-directed

Adaptable in agile environments

Clear written and verbal communication

Sense of humor

Job description

Instructure is seeking a Technical Support specialist to assist Canvas users, admins, staff, and corporate clients with troubleshooting and guidance. You will document issues, resolve straightforward problems, and escalate complex tickets to Tier 2 when needed.

The role requires fluent Spanish, strong analytical skills, and the ability to work in a fast-paced, agile environment while remaining friendly, proactive, and customer-focused across channels.