Support Engineer (L2)

Job Description

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: The Canvas L2 Support Engineer is a specialized technical role responsible for investigating and resolving complex support requests that are beyond the scope of L1 Support. As an L2 Support Engineer, you will troubleshoot issues in depth, reproduce bugs when possible, and work closely with our engineering team by writing clear Jira tickets, all with the goal of resolving the client’s inquiry and providing excellent customer support. Other responsibilities are assisting our L1 Support agents through a dedicated Slack channel, creating internal documentation, leading, creating, and presenting training material, and closely collaborating with other internal teams(CSM, Partnerships, L3 Support, etc) to assist with pressing and critical issues, all with the goal of resolving client issues and providing excellent customer support.

What You Will Be Doing

• Investigate and Troubleshoot Escalated Cases: Utilize acquired technical skills and apply your deep Canvas knowledge to troubleshoot client’s escalated cases in-depth to either resolution or to the point of needing escalation to L3 Support or Engineering. Assist in identifying and prioritizing release/deploy bugs. Carefully review, triage, and thoroughly troubleshoot priority cases.
• Accurate Ticketing and Reporting: Write clear Jira tickets to report various types of issues(e.g.; Bugs & SW) requiring engineering and or product involvement for resolution. Provide timely updates on your Jira tickets and follow up with clients to provide them with the identified resolution.
• Mentoring and Collaboration: Offer ongoing support and mentorship for L1 agents by answering questions, offering feedback, sharing troubleshooting knowledge, and presenting training material. Participate in Slack channels (e.g., #support_ask_a_canvas_expert) to help answer your peer’s questions and foster a collaborative environment. Closely collaborate with internal teams(CSM, Implementations, Partnerships, SIS, etc) on emergency issues by providing expertise.
• Documentation and Training: Develop step-by-step guides and troubleshooting documents for internal knowledge bases via Confluence. Participate in or host training sessions via CET to continually upskill peers and keep processes efficient.
• Additional Responsibilities: Continue to develop your knowledge in Canvas, other Instructure products and tools utilized for problem-resolution(Splunk, Observe, APIs, Studio, Catalog, Quizzes API, etc). Participate in ad-hoc or scheduled calls to assist in reviewing especially complex or time-sensitive customer concerns as requested by Support leadership. Triage cases that do not belong in L2 but rather to specialized teams (CustomDev, SIS, Canvas Data, etc.). Manage and maintain company assets (mobile devices, Chromebooks) necessary for troubleshooting. Triage and respond to incoming PAW requests. Provide coverage for other queues as needed.

What You Will Need To Know/Have

• Urgency, Self-Direction & Prioritization: Able to carry themselves with urgency to proactively handle and resolve pressing issues. Able to identify high-priority cases and adapt to changing priorities to effectively handle inquiries.
• Technical Proficiency : Strong familiarity with the Canvas platform and other products such as Canvas API, Catalog, SIS, Commons, Studio, and New Quizzes for troubleshooting.
• Collaboration, Openness & Learning : Strong communication skills to assist effectively on resolution with clients, partners, and internal teams. A strong desire to learn and apply new knowledge by assisting peers, mentoring, and resolving issues. Able to help foster an open learning environment by welcoming and encouraging questions and collaboration.
• Ownership : Able to be proactively accountable for their delegated work.
• Customer-Centric Mindset : Skilled at tailoring explanations to both novice and tech-savvy audiences.
• Experience : Minimum of 6 months in an L1 Canvas Support role (or equivalent experience).

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired. Apply for this job