L1 Parchment Support Engineer

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

As a Tier 1 Technical Support Specialist, you will be the primary point of contact for users seeking technical assistance across our educational platforms, including Canvas (LMS) and Parchment (Awards, Credentials, Record Management) and other Instructure products. Your role involves providing prompt, friendly, and effective troubleshooting or escalation through phone, web-based ticketing systems, and live chat. You will support a diverse range of end-users—including students, faculty, staff, system administrators, and corporate users—advising clients on product usage and acting as a vital liaison to higher tiers in Support.

Job Details

• Location: Eastwood Libis, Quezon City | Hybrid

• Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)

Responsibilities

• Customer Support & Issue Resolution: Manage and resolve technical tickets via phone, web-based ticketing system, and live chat. Serve as the first touchpoint for initial inquiries and escalated end-user issues.

• Platform Expertise: Provide hands-on troubleshooting and end-user solutions for Instructure products through their user interfaces. Answer how-to questions and guide users on software features.

• Troubleshooting & Issue Identification: Accurately identify, validate, and clarify reported issues. Replicate reported software issues and clearly document technical details.

• Ticket Management & Escalation: Maintain complete, concise, and clear records of all actions. Efficiently escalate issues beyond Level 1 capabilities to higher tiers in Support.

• Communication & Support Operations: Deliver exceptionally friendly, efficient, and reliable support with timely updates to clients throughout the resolution process.

• Team Collaboration & Documentation: Participate in creating internal support process documentation. Mentor and assist fellow Level 1 Support team members as assigned.

• Adaptability: Undertake additional responsibilities and duties as assigned by leadership.

Qualifications

• High School diploma or equivalent.

• Fluent in English with strong reading, writing, and verbal communication skills.

• Strong technical, troubleshooting, and analytical capabilities.

• Proven ability to work independently and succeed in a self-directed environment.

• Excellent critical thinking and problem-solving skills with the ability to thrive in a fast-paced, agile environment.

• Demonstrated exceptional client relationship management, resolving high-stress situations with empathy and active listening to de-escalate conflicts effectively.

• Positive mindset, proactive work ethic, strong adaptability, and a good sense of humor.

Additional Hiring Requirements

• Willingness to undergo a background check.

• Ability to present at least one valid government-issued physical ID (Driver’s License, Passport, UMID, or PhilSys ID).

• Proof of education (e.g., Transcript of Records or Diploma).

Preferred Qualifications

• Teaching or instructing experience at a school or college using educational technology (such as Canvas or similar tools).

• Experience working in a support role within an educational institution or school.

• Hands-on experience supporting cloud-based software platforms.

• Familiarity with internal communication tools like Slack and Jira.

Why Join Instructure?

Get in on all the awesome at Instructure! We offer competitive, meaningful benefits designed to support our employees:

• Compensation & Ownership: Competitive salary plus participation in our ownership program—because everyone should have a stake in our success.

• Work Culture: A flexible work culture rooted in inclusivity, support, and meaningful connection.

• Time Off: Generous time off, including local holidays and our annual “Dim the Lights” period in late December.

• Wellness & Development: Comprehensive mental health support, wellness programs, and professional development resources (including tuition reimbursement).

• Recognition: Engagement and recognition programs such as Motivosity.

Instructure is an Equal Opportunity Employer. All candidates must pass a background check and identity verification in accordance with local privacy laws.

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.