Bilingual L1 Support Engineer - Spanish/English

Instructure; United States; Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Tuition reimbursement

Learning and development resources

Job summary

Instructure, Inc. is seeking a Technical Support specialist to assist Canvas LMS end-users, including admins, faculty, staff, and students. You will troubleshoot via phone, web, and email, guide users on product usage, and escalate complex issues to Tier 2 Support.

Fluency in English and Spanish is required. The role emphasizes timely updates, accurate ticket documentation, and collaboration with cross-functional teams in a fast-paced environment.

Qualifications

• Fluent reading, writing and speaking in English and Spanish
• Strong technical, troubleshooting, and analytical skills
• Ability to function in a self-directed environment
• Able to thrive in a fast-paced, agile setting requiring critical thinking and problem-solving

Responsibilities

• Work tickets via web-based ticketing system, phone, or live chat for admins, faculty, staff, and student end-users.
• Validate and clarify the issue reported; answer how-to questions; fix end-user issues resolvable through the Canvas UI.
• Replicate, troubleshoot, and describe simple bugs; keep thorough, clear records in the ticketing system; escalate when needed to L2.
• Create documentation of Support processes; perform other duties as assigned by supervisor.

Skills

Bilingual English & Spanish

Strong technical troubleshooting

Self-directed work style

Ability to work in fast-paced agile

Problem-solving skills

Excellent written and verbal comms

Positive communication under pressure

Job description

Instructure, Inc. is seeking a Technical Support specialist to assist Canvas LMS end-users, including admins, faculty, staff, and students. You will troubleshoot via phone, web, and email, guide users on product usage, and escalate complex issues to Tier 2 Support.

Fluency in English and Spanish is required. The role emphasizes timely updates, accurate ticket documentation, and collaboration with cross-functional teams in a fast-paced environment.