# L1 Technical Support Engineer

**Company**: Instructure
**Location**: Salt Lake City, UT
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Instructure/743999678330041-l1-technical-support-engineer?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_22bb14c5-4f7

## Description

Instructure was founded to define, develop, and deploy superior, easy-to-use software.

The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software.

As a Technical Support Representative, you will:

- Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users

- Validate and clarify the issue reported

- Answer how-to questions

- Fix end-user issues that are resolvable through the Canvas user interface

- Replicate, troubleshoot, and describe simple bugs

- Keep thorough, clear, and complete records in the ticketing system of all actions taken

- Escalate tickets not resolvable at the L1 level to the L2 Support team

- Be friendly, efficient, and dependable, and always provide timely updates to users

- Create documentation of Support processes as assigned

- Perform other duties as assigned by supervisor

Qualifications:

- High School diploma

- Strong technical, troubleshooting, and analytical skills

- Proven ability to function in a self-directed environment

- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success

- Ability to think quickly, communicate positively, work proactively, and readily embrace change

- Ability to handle clients professionally during all interactions

- Strong written and verbal communication skills

- Sense of humor

Additional Information:

- Competitive salary, stock options, and 401k

- 100% paid medical, dental, disability, and life insurance

- HSA program, vision, voluntary life, and AD&D

- Time off with pay, 9 paid holidays, and flexible work schedules

- Fitness club memberships

- Fully-stocked kitchens and catered lunches

- iMacs or Macbooks

## Skills

### Required
- technical support
- troubleshooting
- analytical skills
- communication skills

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Instructure/743999678330041-l1-technical-support-engineer?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)