Remote French Bilingual Support Engineer – Central Canada

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.

Parchment by Instructure believes credentials matter in the lifelong journey of a learner. MyCreds® | MesCertif® helps learners, academic institutions, and employers request, verify, and share credentials and award digital badges.

We are now looking for an experienced Level 2 bilingual Customer Support Engineer to join our global team to help our EMEA and NORAM Higher Education customers and other international clients navigate and maximise usage of our SaaS platform.

Responsibilities

• Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs
• Triage and prioritise a daily flow of tasks together with long-term projects, liaise with our development and SRE team, escalate issues as appropriate
• Respond to / engage with clients in written and oral French as required
• Use AI to optimise troubleshooting and assist with tasks
• Implement resolution plans for technical problems
• Modify Freemarker document templates
• Assist with testing of new features and validation of software fixes
• Handle technical requests raised by internal departments
• Initiate suggestions for product improvement based on client feedback
• Identify and evaluate support process improvement opportunities
• 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

Requirements

• Minimum 3 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
• Background with relational databases, SQL scripting
• Analysing application and server logs
• Excellent customer-facing skills and follow-up
• BSc in Computer Science or related field

Desired skills/experience

• Experience of using AI in daily operations
• Knowledge and use of: XML, HTML 5, Java, JavaScript, JSON, SSO
• Familiarity using iOS
• Atlassian Suite (Confluence / JIRA / Bitbucket)
• Familiar with Salesforce or similar tech support management system
• REST, Freemarker, XSL-FO (FOP), Git, CSS3
• Microsoft Office
• Familiarity with user acceptance testing
• AWS, microservices
• Understanding of Security, Public key infrastructure

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program
• Flexible work culture
• Generous time off, including local holidays and our annual “Dim the Lights” period
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement
• The technology and tools you need to do your best work
• Motivosity employee recognition program