Customer Support Engineer

Instructure
Manila
Workplace: RemoteFull timePHP 50,000 - 55,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Analytical thinking","Customer-facing communication","Self-learning"]

Provide technical, customer-facing support for new and existing clients by troubleshooting issues via knowledge-based tools and resolving requests in line with SLAs. Triage and prioritize day-to-day tickets, coordinate with internal development teams, and escalate when needed. Use AI to optimize troubleshooting, implement resolution plans, monitor system logs, and troubleshoot client integrations. Support documentation, workflows, testing of fixes, and contribute to product and support process improvements.

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FursaFursa
Instructure
Instructure
1 day ago

Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide technical, customer-facing support for new and existing clients by troubleshooting issues via knowledge-based tools and resolving requests in line with SLAs. Triage and prioritize day-to-day tickets, coordinate with internal development teams, and escalate when needed. Use AI to optimize troubleshooting, implement resolution plans, monitor system logs, and troubleshoot client integrations. Support documentation, workflows, testing of fixes, and contribute to product and support process improvements.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot and resolve client issues via email and knowledge-based support platforms in line with SLAs.
  • •Prioritize daily support tasks and longer-term projects, liaise with internal development, and escalate issues as appropriate.
  • •Use AI to optimize troubleshooting and assist with support tasks.
  • •Implement resolution plans, troubleshoot integration issues, and monitor system logs.
  • •Write high-quality documentation and workflows, assist with testing of new features and software fixes, and identify support process improvement opportunities.
Travel: Low travel

Pay and Benefits

Salary: PHP 50,000 - 55,000 annually
Perks:Remote WorkWellness StipendHealth Insurance

Key Requirements

  • •Minimum 2 years of experience as a support engineer or in a similar role.
  • •Proven troubleshooting and problem-solving experience.
  • •Strong analytical skills.
  • •Fluent, professional English for oral and written communication.
  • •BSc in Computer Science or a related field.
Experience:2+ years
Education:Bachelor's in Computer Science
Skills:TroubleshootingProblem-solvingAnalytical thinkingCustomer-facing communicationSelf-learning
Languages:English
Tech Stack:FreemarkerXSL-FOFOPGitCSS3OpenSSLLinuxBashXMLHTML5JavaJavaScriptJSONSshRESTAWSMicroservicesConfluenceJiraBitbucket

Company Brief

Instructure
Builds and delivers learning management and education technology solutions, best known for the Canvas LMS platform, serving K–12 schools, higher education institutions, and corporate learning programs worldwide.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Salt Lake City, United States
Founded: 2008
WebsiteLinkedIn