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L1 Support Engineer – Spanish Backup
Instructure. Provide technical assistance to end users of Canvas learning management software .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical assistance and troubleshooting for Canvas learning management software, while effectively communicating with end users and maintaining thorough documentation. Proficient in managing user issues and acting as a liaison between clients and support teams.
Highest-signal resume keywords
Canvas Learning Management SoftwareTechnical SupportTroubleshooting SkillsFluent in SpanishCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical AssistanceTroubleshootingAnalytical SkillsIssue ValidationTicketing System Management
Soft Skills
Critical ThinkingProblem-SolvingSelf-DirectedProfessional Client InteractionAdaptability
Tools & Technologies
Web-Based ToolsTicketing SystemLive Chat Support
Industry Keywords
Learning Management SystemEnd-User SupportAgile EnvironmentUser Interface
About the role
Key responsibilities & impact- Provide technical assistance to end users of Canvas learning management software
- Support learning management system administrators and corporate users
- Provide troubleshooting and technical support via phone, web-based tools, and email
- Advise clients on product use and address specific user issues
- Act as liaison between customers and Tier 2 Support during escalations
- Work tickets from administrators, faculty, staff, and student end users via web-based ticketing system, phone, or live chat
- Validate and clarify reported issues
- Answer how-to questions
- Resolve end-user issues through the Canvas user interface
- Replicate, troubleshoot, and describe simple bugs
- Maintain thorough records of actions in the ticketing system
- Escalate issues not resolvable at L1 to the L2 Support team
- Provide timely updates to users
- Create Support process documentation when assigned
- Perform other duties assigned by the supervisor
Requirements
What you’ll need- Ability to read, write and speak fluently in Spanish
- Strong technical, troubleshooting, and analytical skills
- Proven ability to function in a self-directed environment
- Ability to excel in a fast-paced, agile environment
- Critical thinking and strong problem-solving skills
- Ability to think quickly and communicate positively
- Ability to work proactively and readily embrace change
- Ability to handle clients professionally during all interactions
- Strong written and verbal communication skills
- Background check required
- Identity verification may require legal name, current physical location, valid contact number, and residential address
- Must accurately represent personal and professional information
Benefits
Comp & perks- Competitive compensation
- Full-time employee 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 the work
- Motivosity employee recognition program
- Inclusive, supportive culture