Bilingual Support Engineer, Instructure
English and French Speaker
$60-80k
More information about location
Dynamic learning management platform
Be an early applicant
Dynamic learning management platform
1001+ employees
Be an early applicant
$60-80k
More information about location
1001+ employees
Company mission
To elevate student success, amplify the power of teaching, and inspire everyone to learn together.
Role
Who you are
- Minimum 4 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 and French
- Excellent customer-facing skills and follow up
- BSc in Computer Science or related field preferred
- Background with relational databases, SQL scripting
- Familiarity with Linux based environments
- Analyzing application and server logs
- Installation and configuration of applications
- Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
Desirable
- Familiarity using iOS
- Atlassian Suite (Confluence / JIRA / Bitbucket)
- Familiar with Zendesk, Salesforce or similar tech support management system
- REST, Freemarker, XSL-FO (FOP), git, CSS3, openssl
- Basic programming
- Microsoft Office
- Familiarity with user acceptance testing
- AWS, Kubernetes, Docker, ELK, microservices, JMeter
- Understanding of Security, Public key infrastructure, HSM
What the job involves
- We are now looking for an experienced bilingual Customer Support Engineer to join our Canadian team to support our rollout of the Canadian National Network to new Higher Education partners as they onboard to our SaaS platform as well as support our existing international partners
- You’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential
- We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team
- You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world
- This role is customer facing and requires technical competency in supporting different parts of the business including new and existing clients. The successful applicant will be required to:
- Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs
- Multitask and prioritize a daily flow of tasks together with long-term projects, liaise with our development team, escalate issues as appropriate
- Implement resolution plans for technical problems
- Assist with specification, implementation and testing of new features and validation of software fixes
- In addition to addressing a full range of customer queries, handle technical requests raised by internal departments
- Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
- Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
- Monitor system logs
- Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
- Provide Canadian French translations to documents where required
- Active learning is a key component of this role
- We have offices based in Melbourne, Australia and Dublin, Ireland so some out-of-hours meetings may be required
- All Instructure employees are required to successfully pass a background check upon being hired
Our take
Instructure is an education technology company, creator of the Canvas Learning Management Platform that allows schools to build the digital learning environment that meets the unique challenges faced by their institution. The platform simplifies teaching, elevates learning, and eliminates the headaches of supporting and growing traditional learning technologies.
The Canvas platform has grown to become a key part of a large number of educational institutions, from pre-school to higher education and beyond. Much of Instructure's workforce is dedicated to R&D, which is unusual for a company of their size, and shows their focus on innovating.
Founded back in 2008, the company has claimed numerous successes, including going international and hitting the $1 billion market cap. It has made a number of acquisitions, most recently of Concentric Sky and LearnPlatform. The former saw Instructure incorporate Sky's "Badgr" into its ecosystem as "Canvas Badges", whereas the latter adds evidence-based insights to the platform - both cementing its commitment to building the education industry's most integrated teaching and learning platform to support lifelong learning.
Instructure was itself acquired in 2024 by KKR, which will support a broad-based equity ownership program for Instructure employees. This strategy is based on a strategy of employee ownership as a cause of stronger companies. The move is a promising one considering KKRs track record of acquired companies, but time will tell how Intructure fares.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jun 2016
$4m
SERIES A
Aug 2015
$1.5m
CONVERTIBLE
Total funding: $5.5m
Company benefits
- Equity and 401k
- Medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Tuition reimbursement
- Work-from-home flexibility and flex time off
- Gym club reimbursements and rewards-based fitness tracking
- Professional learning and career development opportunities, including Basecamp Employee Development Week!
- An innovative community of passionate educators and learners
Company values
- Openness - We’re open to new people, new ideas, and new opportunities. We strive to be collaborative in our projects, transparent about our intentions, and curious about how things work and how to make them better. Open minds open doors
- Relationships - We're all about building meaningful relationships based on trust, respect, and mutual success, whether they're peer-peer, teacher-student, manager-employee, or company-customer. People come first
- Equality - We aspire to offer an inclusive and welcoming culture, and we believe people deserve equal access to opportunities and resources. You can't have equality without equity
- Ownership - We're all accountable for excellence in our work and our actions, and we stand behind our products and services. Say. Do. Repeat
- Simplicity - Our software makes lifelong learning easier. We strive for clarity and ease of use across the board, from product design to communication to customer experience. Simpler is smarter
Company HQ
Cottonwood Heights, UT
Articles
Leadership
Steve Daly
(CEO, not founder)They have a BS in Mechanical Engineering and a MBA in Strategy and Finance with more than 20 years experience in hardware and software industries.
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