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L1 Technical Support Agent, Spanish speaking

instructure.com Logo

Instructure

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Location:
Hungary , Budapest

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

727200.00 HUF / Month
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Job Description:

The Instructure Technical Support group is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

Job Responsibility:

  • Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users
  • Escalate tickets which are not resolvable to the Level 2 Support Team
  • Provide timely updates to users
  • Mentor and assist fellow Level 1 Support Engineers if needed
  • Validate and clarify the issue reported
  • Answer how-to questions
  • Fix end-user issues that are resolvable through the Canvas user interface
  • Replicate, troubleshoot, and describe simple bugs
  • Keep thorough, clear, and complete records in the ticketing system of all actions taken
  • Escalate tickets not resolvable at the L1 level to the L2 Support team
  • Be friendly, efficient, and dependable, and always provide timely updates to users
  • Create documentation of Support processes when assigned
  • Perform other duties as assigned by supervisor

Requirements:

  • Ability to read, write and speak fluently in English and in Spanish
  • Availability to work during US business hours
  • Strong technical, troubleshooting, and analytical skills
  • Proven ability to function in a self-directed environment
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
  • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
  • Ability to handle clients professionally during all interactions
  • Strong written and verbal communication skills
  • Sense of humor
  • Full availability to participate in our dedicated 3-week technical training phase (Monday – Friday, 16:00 to 00:00)
What we offer:
  • Competitive compensation and participation in Instructure’s equity program
  • Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
  • Comprehensive wellness programs and mental health support
  • Annual learning and development stipends to support your growth
  • We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
  • A culture rooted in inclusivity, support, and meaningful connection

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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