Central Time Zone, Canada
Remote only
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:
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.
The powerful network created — 25M learners, 165M credentials issued, 135 countries accepting verified records, 7.3k organisations registered as receivers globally, 8.7K education providers issuing globally — has enabled the seamless exchange and transfer of transcripts, diplomas, certificates and digital badges.
Visit: www.parchment.com
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.
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 is a remote working position based in the Central Time Zone of Canada. We offer a competitive salary and benefits package for the right individual. .
Job Description / Responsibilities
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
Triage and prioritise a daily flow of tasks together with long-term projects, liaise with our development and SRE team, escalate issues as appropriate
Be able to 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
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
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
Active learning is a key component of this role
We have Support bases in Melbourne, Australia, US, and Ireland, so some out-of-hours meetings may be required.
Required education/skills/experience
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
Get in on all the awesome at Instructure!
We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
Comprehensive wellness programs and mental health support
Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
The technology and tools you need to do your best work
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
