Bilingual Support Engineer - English and French

Overview: - Instructure, a global EdTech leader, seeks an experienced bilingual Customer Support Engineer for its Canadian team. - The role supports the Canadian National Network's rollout to new Higher Education partners and supports existing international partners. - The position is remote, based in Eastern Time Zones of Canada, with occasional out-of-hours meetings. Key Responsibilities: - Use knowledge-based platforms to troubleshoot and resolve complex client issues. - Multitask and prioritize daily tasks and long-term projects, liaising with the development team. - Implement resolution plans for technical problems and assist with new feature implementation and software fixes. - Handle technical requests from internal departments and initiate product improvement suggestions. - Monitor system logs, write documentation, and produce workflows for internal and customer understanding. - Provide Canadian French translations to documents. - Active learning is a key component of the role. Requirements/Skills/Qualifications: - Fluent and professional oral and written English and French. - Minimum 4 years experience as a support engineer or similar role. - Proven experience in troubleshooting, problem-solving, and analytical skills. - Excellent customer-facing skills and follow-up. - BSc in Computer Science or related field preferred. - Background with relational databases, SQL scripting, and familiarity with Linux environments. - Knowledge of bash scripting, XML, HTML 5, Java, JavaScript, JSON, SSH, and other technologies. - Familiarity with user acceptance testing, AWS, Kubernetes, Docker, ELK, microservices, JMeter, and security concepts. Compensation & Benefits: - Competitive salary range of $60,000 - $80,000 per year. - Instructure offers a comprehensive benefits package for the right individual. - The company values diversity and is an Equal Opportunity Employer. - All employees are required to pass a background check upon hiring.