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:

Parchment by Instructure believes credentials matter in the lifelong journey of a learner. MyCreds® | MesCertif® helps learners, academic institutions, and employers request, verify, and share credentials and award digital badges.

The powerful network created — 25M learners, 165M credentials issued, 135 countries accepting verified records, 7.3k organisations registered as receivers globally, 8.7K education providers issuing globally — has enabled the seamless exchange and transfer of transcripts, diplomas, certificates and digital badges.

Visit: www.parchment.com

We are now looking for an experienced Level 2 bilingual Customer Support Engineer to join our global team to help our EMEA and NORAM Higher Education customers and other international clients navigate and maximise usage of our Saas platform.

You’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.

We pride ourselves on a great company culture and positive working environment where you will get an opportunity to become part of a highly knowledgeable, collaborative, and experienced team. You will learn valuable new skills and help transform the way legitimate academic qualifications are issued and verified around the world.

This is a remote working position based in the Central Time Zone of Canada. We offer a competitive salary and benefits package for the right individual. .

Job Description / 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

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

Be able to respond to / engage with clients in written and oral French as required

Use AI to optimise troubleshooting and assist with tasks

Implement resolution plans for technical problems

Modify Freemarker document templates

Assist with 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

Identify and evaluate support process improvement opportunities

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 Support bases in Melbourne, Australia, US, and Ireland, so some out-of-hours meetings may be required.

Required education/skills/experience

Minimum 3 years experience as a support engineer or similar role

Proven experience in troubleshooting and problem solving

Honed analytical skills

Fluent and professional oral and written English and French

Background with relational databases, SQL scripting

Analysing application and server logs

Excellent customer-facing skills and follow up

BSc in Computer Science or related field

Desired skills/experience

Experience of using AI in daily operations

Knowledge and use of: XML, HTML 5, Java, JavaScript, JSON, SSO

Familiarity using iOS

Atlassian Suite (Confluence / JIRA / Bitbucket)

Familiar with Salesforce or similar tech support management system

REST, Freemarker, XSL-FO (FOP), Git, CSS3