[All remote jobs](https://jobicy.com/jobs.md)[![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg)](https://jobicy.com/company/instructure.md)[Instructure](https://jobicy.com/company/instructure.md) # L1 Support Engineer – Spanish Backup AI Summary Instructure is hiring a Spanish-fluent L1 Support Engineer to provide first-line technical support for Canvas LMS users, administrators, faculty, staff, and students. The role handles tickets through web tools, phone, and live chat, resolves user-interface issues, answers product questions, and documents each interaction thoroughly. The engineer replicates simple bugs and escalates unresolved cases to Tier 2 while keeping customers informed. Success requires strong troubleshooting, clear bilingual communication, professional customer handling, and comfort working independently in a fast-paced environment.[Apply for this job](#job-application)[View company](https://jobicy.com/company/instructure.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 18–21 / hourDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished5 Nov 2026Apply before5 Dec 2026Listing views38Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. 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: 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. What you will be doing: * Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) When working tickets: * 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 * Levitate desk chair across the room. * Be friendly, efficient, and dependable, and always provide timely updates to users * When assigned, create documentation of Support processes * Perform other duties as assigned by supervisor * Other duties as assigned by the supervisor (such as locating Waldo or Carmen Sandiego). Here is what you will need to know/have: * 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 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. Like a really funny one. 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. Show more [Apply now >](https://jobicy.com/jobs/159043-l1-support-engineer-spanish-backup.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightЭто роль начального уровня, однако она требует уверенного технического анализа, быстрой диагностики и корректной эскалации проблем. Высокий темп обращений и поддержка через несколько каналов повышают операционную сложность. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per hour)Market rate$19.50US market range (per hour)$18–$240$26.40 AI insightУказанная работодателем почасовая ставка составляет $18–$21 USD, медиана — $19.50 в час. Оценочный рыночный диапазон для удалённой L1-технической поддержки в США составляет $18–$24 USD в час. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Spanish fluency](https://jobicy.com/jobs?search_keywords=Spanish%20fluency.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[Live chat support](https://jobicy.com/jobs?search_keywords=Live%20chat%20support.md)[Phone support](https://jobicy.com/jobs?search_keywords=Phone%20support.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Canvas LMS](https://jobicy.com/jobs?search_keywords=Canvas%20LMS.md)[Learning management systems](https://jobicy.com/jobs?search_keywords=Learning%20management%20systems.md)[Bug replication](https://jobicy.com/jobs?search_keywords=Bug%20replication.md)[Issue escalation](https://jobicy.com/jobs?search_keywords=Issue%20escalation.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Client relationship management](https://jobicy.com/jobs?search_keywords=Client%20relationship%20management.md) Sample interview questionsHow would you handle a Canvas user who cannot submit an assignment?I would first confirm the user’s role, course, assignment availability dates, submission type, and any error messages. I would reproduce the issue where possible, guide the user through relevant checks, document the actions taken, and escalate to Tier 2 with clear evidence if the issue cannot be resolved at L1. How do you communicate a technical limitation or negative outcome to a frustrated customer? I acknowledge the impact, explain the limitation in clear and respectful language, and focus on the next available action. I provide realistic expectations, keep the customer updated, and ensure they know their issue is being actively managed. What information should be included when escalating a support ticket to Tier 2? The escalation should include the customer’s goal, exact symptoms and error messages, affected users and course details where appropriate, steps to reproduce, troubleshooting already completed, timestamps, screenshots or logs, and the business impact. How do you prioritize multiple incoming support requests? I prioritize based on urgency, user impact, service expectations, and whether an issue affects many users or a critical workflow. I communicate promptly with customers, work efficiently through resolvable cases, and escalate widespread or high-impact incidents quickly. How would you use Spanish language skills in this support role? I would communicate fluently and professionally with Spanish-speaking users in their preferred language, ensuring that troubleshooting instructions and updates are easy to understand. I would also keep accurate ticket documentation so teammates can continue the case effectively. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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