Instructure · 1 day ago

Bilingual Support Engineer - English and French

United States

Full-time

Remote

Mid Level

$60K/yr - $80K/yr

4+ years exp

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Responsibilities

This role is customer facing and requires technical competency in supporting different parts of the business including new and existing clients. The successful applicant will be required to:

Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs

Multitask and prioritize a daily flow of tasks together with long-term projects, liaise with our development team, escalate issues as appropriate

Implement resolution plans for technical problems

Assist with specification, implementation and testing of new features and validation of software fixes

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

Provide Canadian French translations to documents where required

Active learning is a key component of this role

We have offices based in Melbourne, Australia and Dublin, Ireland so some out-of-hours meetings may be required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Bilingual EnglishBilingual FrenchCustomer-facing skillsSQL scriptingLinux environmentsApplication installationConfigurationBash scriptingJavaJavaScriptRESTAnalyzing application logsAnalyzing server logsXMLHTML 5JSONSshIOS familiarityAtlassian SuiteZendeskSalesforceFreemarkerXSL-FOGitCSS3OpensslBasic programmingMicrosoft OfficeUser acceptance testingAWS