Bilingual Support Engineer, Instructure
English and French Speaker
$60-80k
More information about location
Dynamic learning management platform
Job no longer available
Dynamic learning management platform
1001+ employees
Job no longer available
$60-80k
More information about location
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
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 digital learning environments that meet the needs of their institutions. 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. Meanwhile, the company has gone international and hit the $1 billion market cap, made a number of acquisitions and invested in R&D. In fact, much of Instructure's workforce is dedicated to R&D, which shows their focus on innovating.
Instructure was itself acquired in 2024 by KKR, which supports a broad-based equity ownership program for Instructure employees. With KKR's record of acquired companies, this is a promising development. And, as the company centres a future-oriented vision and brand strategy, it will be interesting to see what it does next.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2016
$4m
SERIES A
Aug 2015
$1.5m
CONVERTIBLE
Total funding: $5.5m
Company benefits
- Join a passionate community of educators and the people working to support them
- Access to a large course library, mentoring and coaching opportunities, and regular feedback
- Community engagement (partnerships, volunteering, free learning resources, and ongoing outreach efforts)
- Office culture that values outcomes and impact above all
- Equity and ownership programs give every employee a stake in our future
- Ownership, recognition, and celebrations of shared success
- Growth opportunities (we’re all about helping our people move into (and thrive in) new roles)
Company HQ
Cottonwood Heights, UT
Leadership
Steve Daly
(CEO)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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