L1 Support Engineer

Hungary·Budapestfull-timemid

Customer SupportSupport Engineer

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Quick Summary

Overview

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…

Key Responsibilities

Respond to support tickets from admins, faculty, staff, and student end-users using a web-based ticketing system, phone, or live chat (handling both initial inquiries and escalated issues) Escalate issues that cannot be resolved at Level 1 to the…

Technical Tools

agile

Responsibilities

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Respond to support tickets from admins, faculty, staff, and student end-users using a web-based ticketing system, phone, or live chat (handling both initial inquiries and escalated issues)
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Escalate issues that cannot be resolved at Level 1 to the Level 2 Support Team
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Provide timely and clear updates to users on ticket status
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Mentor and assist fellow Level 1 Support Engineers as needed
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Validate and clarify user-reported issues
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Answer how-to questions and resolve user issues within the Canvas interface
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Replicate, troubleshoot, and thoroughly describe simple bugs
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Maintain accurate and complete records of all actions taken in the ticketing system
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Be friendly, efficient, and dependable in all interactions
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Document support processes if assigned
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Perform additional duties as required by your supervisor

Fluency in reading, writing, and speaking English
Spanish fluency is a plus
Availability to work during US business hours
Strong technical, troubleshooting, and analytical skills
Self-motivated with the ability to work independently
Ability to excel in a fast-paced, agile environment that requires critical thinking and strong problem-solving capabilities
Quick thinker with a proactive attitude and readiness to embrace change
Strong customer service and professional communication skills (written and verbal)
Ability to handle clients professionally in all interactions

What We Offer

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✓Fixed, non-negotiable gross monthly salary: HUF 627,200

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.