Customer Support Engineer

Instructure is a global EdTech leader, serving millions of teachers and students around the world. Openness is core to who we are. That's why we partner with over 900 education technology companies in the largest partner community for any Learner Management System. Instructure also offers a portfolio of products and services designed specifically for other EdTech providers. These unique solutions empower our partners to more quickly build and scale products.

Parchment, recently acquired by Instructure, helps lifelong learners around the world make the most of their academic achievements, turning them into opportunities. We have an important mission and as such, we actively seek employees who are passionate about education, and technology, and doing their very best every day! 

We are now looking for an experienced Customer Support Engineer to join our Melbourne team to assist our APAC Higher Education customers and other international clients navigate and maximise usage of our Saas platform. 

You’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.

This customer-facing role requires technical expertise to support various business areas, including new and existing clients. It is a remote position based in the AEST time zone (Australia)

• Use knowledge-based support platforms to troubleshoot and resolve a wide range of client issues, typically via email and in accordance with agreed SLAs 
• Multitask and prioritise a daily flow of tasks together with longer-term projects, liaise with internal development team, escalate issues as appropriate 
• Implement resolution plans for technical problems
• Troubleshoot client integration issues 
• Assist with testing of new features and validation of software fixes 
• Modify Freemarker document templates
• In addition to addressing a full range of customer queries, handle technical requests raised by internal departments 
• Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution 
• Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
• Monitor system logs
• Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
• Active learning is a key component of this role 
• Both our customers and our team are world-wide and we also have staff based in Toronto, Canada and Dublin, Ireland so some out-of-hours meetings may be required. 

• 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, SQL scripting 
• Familiarity with Linux based environments 
• Analysing application and server logs 
• Knowledge and use of: bash scripting, XML, HTML 5, Java, JavaScript, JSON, ssh
• Familiarity using iOS
• Atlassian Suite (Confluence / JIRA / Bitbucket) 
• Salesforce or similar tech support management system

We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team. You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world.