Responsibilities
- Handle support requests through a web-based ticketing platform, phone, or live chat from administrators, faculty, staff, and students, including both initial inquiries and escalated cases
- Confirm and clarify the nature of reported technical issues
- Respond to user inquiries about product functionality and usage
- Resolve user problems using the Canvas interface when possible
- Reproduce, diagnose, and document basic software defects
- Maintain accurate, detailed, and complete records of all actions within the support ticketing system
- Forward unresolved issues to the L2 Support team for further investigation
- Provide timely, courteous, and reliable communication to users throughout the support process
- Develop and maintain support process documentation as assigned
- Carry out additional tasks as directed by a supervisor
Benefits
- Competitive pay structure
- Life Spending Account (LSA) for lifestyle-related expenses
- Company-wide additional week of time off annually
- Employee recognition via Motivosity
- Performance goal setting, proactive evaluations, and internal training opportunities
- Access to an employee assistance program
- Tuition reimbursement for qualifying education
- Provision of Apple devices and MacBooks
- Stipend to support home office setup
- Wellness engagement through Wellable platform
- Workplace meals provided to support well-being
- Participation in company ownership program for full-time employees
- Generous paid time off, including local holidays and the annual 'Dim the Lights' break in late December
- Comprehensive wellness and mental health resources
- Learning and development tools, including professional growth resources and tuition reimbursement
- Provision of necessary technology and work tools
- Motivosity-based employee recognition
- A workplace culture centered on inclusivity, support, and genuine connection
Compensation
Competitive compensation
Work Arrangement
Hybrid
Get In On All the Awesome at Instructure!
- Positive, collaborative, and supportive work environment
- Competitive pay
- Life Spending Account (LSA) for personal lifestyle expenses
- Annual company-wide extra week off
- Employee recognition through Motivosity
- Goal setting, proactive performance reviews, and internal training
- Employee assistance program
- Tuition reimbursement
- Apple equipment and MacBooks provided
- Home Office Stipend
- Wellness incentives via Wellable
- Workplace meals to support employee well-being
We offer competitive, meaningful benefits in every country where we operate
- Competitive pay with inclusion in the company ownership program for all full-time staff
- Flexible work model with remote, hybrid, and in-office options based on role, team, and location
- Generous time off policy, including local holidays and the annual 'Dim the Lights' period in late December
- Comprehensive wellness and mental health support
- Learning and development resources, including professional tools and tuition reimbursement
- Provision of necessary technology and tools for optimal performance
- Employee recognition through Motivosity
- Culture built on inclusivity, support, and meaningful relationships
Other
- All hires must successfully complete a background check
- Candidates may be required to confirm legal name, current physical location, and provide valid contact details and residential address per local data privacy regulations
- Misrepresentation of personal or professional details will lead to disqualification
- Apple equipment and MacBooks provided
- Home Office Stipend
- Tuition reimbursement
- Employee assistance program
- Wellness motivation through Wellable
- Workplace meals
