French Bilingual Support Engineer

Instructure

. Troubleshoot and resolve complex client issues through knowledge-based support platforms, typically via email and agreed SLAs .

Posted 11/12/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$70,000 - CA$80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex client issues, utilizing knowledge-based support platforms, and engaging with clients in both English and French. Proficient in analyzing application and server logs, implementing resolution plans, and suggesting product improvements based on client feedback.

Highest-signal resume keywords

Troubleshooting And Problem SolvingFluent In English And FrenchRelational Databases And SQL ScriptingExperience With AI In OperationsAtlassian Suite: Confluence, JIRA, Bitbucket

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSQL ScriptingLog AnalysisFreemarkerRESTJavaJavaScriptXMLCSS3Microservices

Soft Skills

Analytical SkillsCustomer-Facing SkillsFollow Up

Tools & Technologies

Atlassian SuiteSalesforceMicrosoft OfficeAI ToolsIOS

Certifications & Qualifications

BSc In Computer Science

Industry Keywords

Technical SupportKnowledge-Based SupportPublic Key InfrastructureUser Acceptance TestingSecurity

Tech Stack

Tools & technologies

AWSiOSJavaJavaScriptMicroservicesSQL

About the role

Key responsibilities & impact

Troubleshoot and resolve complex client issues through knowledge-based support platforms, typically via email and agreed SLAs
Triage and prioritize daily tasks and long-term projects
Liaise with development and SRE teams and escalate issues as appropriate
Respond to and engage with clients in written and oral French
Use AI to optimize troubleshooting and assist with tasks
Implement resolution plans for technical problems
Modify Freemarker document templates
Assist with testing new features and validating software fixes
Address customer queries and technical requests from internal departments
Suggest product improvements based on client feedback
Identify and evaluate support process improvement opportunities
Monitor system logs
Write documentation and produce workflows for functionality and issue resolution
Provide Canadian French translations for documents
Participate in active learning
Attend occasional out-of-hours meetings with global support bases

Requirements

What you’ll need

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 and SQL scripting
Experience analysing application and server logs
Excellent customer-facing skills and follow up
BSc in Computer Science or related field
Experience using AI in daily operations (desired)
Knowledge of XML, HTML 5, Java, JavaScript, JSON, SSO (desired)
Familiarity using iOS (desired)
Atlassian Suite: Confluence, JIRA, Bitbucket (desired)
Familiarity with Salesforce or similar technical support management system (desired)
Knowledge of REST, Freemarker, XSL-FO (FOP), Git, CSS3 (desired)
Microsoft Office proficiency (desired)
Familiarity with user acceptance testing (desired)
Knowledge of AWS and microservices (desired)
Understanding of security and public key infrastructure (desired)
Ability to work in the Central Time Zone of Canada
All employees must pass a background check

Benefits

Comp & perks

Competitive compensation
Full-time employee ownership program
Flexible work culture
Generous time off, including local holidays and 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, supportive culture