Customer Support Engineer

Instructure

. Provide customer-facing technical support for new and existing clients .

Posted 9/15/2026full-timeRemote • PhilippinesJuniorMid-Level💰 ₱300 - ₱350 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving technical issues while providing exceptional customer support. Proficient in using AI for operational efficiency and skilled in various programming languages and tools relevant to technical support.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting and Problem SolvingSQL Scripting and Relational DatabasesExperience with Atlassian SuiteKnowledge of REST and Freemarker

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingSQL ScriptingBash ScriptingJavaJavaScriptHTML 5FreemarkerXMLCSS3Microservices

Soft Skills

Customer-Facing SkillsAnalytical SkillsMultitaskingCommunication Skills

Tools & Technologies

Atlassian SuiteSalesforceLinuxAWSOpenSSLMicrosoft Office

Certifications & Qualifications

BSc in Computer Science

Industry Keywords

Technical SupportUser Acceptance TestingPublic Key InfrastructureSystem LogsAI Optimization

Tech Stack

Tools & technologies

AWSiOSJavaJavaScriptLinuxMicroservicesSQL

About the role

Key responsibilities & impact

Provide customer-facing technical support for new and existing clients
Troubleshoot and resolve client issues via email in accordance with agreed SLAs
Multitask and prioritize daily tasks and longer-term projects
Liaise with internal development teams and escalate issues as appropriate
Use AI to optimize troubleshooting and assist with tasks
Implement resolution plans for technical problems
Modify Freemarker document templates
Test new features and validate software fixes
Troubleshoot client integration issues
Handle technical requests from internal departments
Suggest product improvements based on client feedback
Identify and evaluate support process improvement opportunities with worldwide support resources
Monitor system logs
Write documentation and produce workflows for functionality and issue resolution
Engage in active self-learning
Participate in occasional out-of-hours meetings with worldwide teams

Requirements

What you’ll need

Minimum 2 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
Excellent customer-facing skills
BSc in Computer Science or related field
Background with relational databases and SQL scripting
Familiarity with Linux-based environments
Experience analysing application and server logs
Experience using AI in daily operations
Knowledge and use of bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
Familiarity using iOS
Experience with Atlassian Suite (Confluence, JIRA, Bitbucket)
Experience with Salesforce or similar technical support management system
Knowledge of REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL
Familiarity with Microsoft Office
Familiarity with user acceptance testing
Knowledge of AWS and microservices
Understanding of Security and Public key infrastructure
Willingness to work one of the assigned schedules: 4:30 AM, 8:30 AM, or 10:30 AM Manila Time
Must pass a background check
Must complete identity verification and provide required personal and contact information in accordance with local data privacy laws

Benefits

Comp & perks

Competitive compensation
Full-time employee participation in the ownership program
Flexible work culture
Generous time off, including local holidays and the annual “Dim the Lights” period
Comprehensive wellness programs and mental health support
Learning and development resources
Professional development tools and tuition reimbursement
Technology and tools needed to do your best work
Motivosity employee recognition program
Inclusive culture rooted in support and meaningful connection