[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 – Portuguese (Part-time) AI Summary Instructure is hiring a part-time L1 Support Engineer to provide Portuguese-language technical support for Canvas, its learning management system. The role handles support tickets through web tools, phone, and live chat, resolves common user-interface issues, and documents troubleshooting actions. The specialist will support administrators, educators, staff, and students, escalating issues that cannot be resolved at Level 1 to Tier 2. Success requires fluent Portuguese, strong customer communication, structured troubleshooting, 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)EmploymentPart TimeExperienceSeniorPublished5 Nov 2026Apply before5 Dec 2026Listing views44Application 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 Portuguese * 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/159054-l1-support-engineer-portuguese-part-time.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### 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 insightThe role involves first-line troubleshooting of an LMS and clear case documentation rather than deep engineering ownership. It can be demanding because it requires rapid issue triage, multilingual client communication, and appropriate escalation decisions. ## 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–$270$29.70 AI insightThe employer discloses hourly base pay of $18–$21 USD, with a midpoint of $19.50 per hour. For a US-based part-time L1 technical support role requiring Portuguese fluency, an estimated market range is $18–$27 per hour. ## Core skills Skills and capabilities most closely associated with this opportunity. [Portuguese fluency](https://jobicy.com/jobs?search_keywords=Portuguese%20fluency.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.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)[Learning management systems](https://jobicy.com/jobs?search_keywords=Learning%20management%20systems.md)[Issue triage](https://jobicy.com/jobs?search_keywords=Issue%20triage.md)[Bug reproduction](https://jobicy.com/jobs?search_keywords=Bug%20reproduction.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Problem solving](https://jobicy.com/jobs?search_keywords=Problem%20solving.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Self-directed work](https://jobicy.com/jobs?search_keywords=Self-directed%20work.md) Sample interview questionsHow would you handle a Portuguese-speaking instructor who cannot upload course content in Canvas?I would first clarify the error message, file type and size, browser, and the steps already attempted. I would check known platform guidance, test whether the issue is permissions- or browser-related, provide clear instructions, document the result, and escalate with reproduction details if it cannot be resolved at L1. How do you decide when to escalate a support ticket to Tier 2? I escalate after completing the approved L1 troubleshooting steps when the issue requires deeper system investigation, appears to be a reproducible defect, or involves permissions or configuration outside my access. My escalation includes the customer impact, steps to reproduce, evidence, and actions already taken. Describe how you keep ticket notes useful for both customers and internal teams. I record the reported problem, relevant account or course context, diagnostic steps, findings, solution or workaround, and next action. I use concise and neutral language so another support engineer can understand the case without repeating discovery work. How would you communicate a delay or an unresolved issue to a frustrated user? I would acknowledge the impact, explain what has been investigated in straightforward language, avoid promising an unsupported timeline, and state the next step and update commitment. I would remain calm, empathetic, and proactive until the case is resolved or transferred. How do you stay effective when several urgent tickets arrive at once? I prioritize by user impact, urgency, and service-level expectations, while quickly acknowledging new requests. I use consistent troubleshooting workflows, keep notes current, and communicate status early when a ticket needs more time or escalation. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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