Customer Support Engineer

Instructure | Manila, PH | on_site

Instructure is hiring a remote Customer Support Engineer in Manila, Philippines. The role requires 2+ years of support engineering experience, troubleshooting skills, fluent English, and a BSc in Computer Science or a related field.

Job description

Instructure is hiring a customer-facing Customer Support Engineer in Manila to troubleshoot and resolve client issues, manage technical requests, work with internal development teams, monitor logs, support integrations, test new features and software fixes, improve support processes, and produce high-quality internal and customer-facing documentation. The role also uses AI to optimize troubleshooting and requires active self-learning. Because Instructure supports customers and colleagues worldwide, occasional out-of-hours meetings may be required.

Requirements

  • Minimum 2 years of experience as a support engineer or in a similar role.
  • Proven troubleshooting and problem-solving experience.
  • Strong analytical skills.
  • Fluent, professional oral and written English.
  • Excellent customer-facing skills.
  • BSc in Computer Science or a related field.
  • Ability to multitask, prioritize support tasks, liaise with development teams, and escalate issues appropriately.
  • Ability to document workflows, issue resolutions, and product functionality clearly.
  • Desired Qualifications / Technologies
  • Relational databases and SQL scripting.
  • Linux environments and analysis of application/server logs.
  • AI use in daily operations.
  • Bash scripting, XML, HTML5, Java, JavaScript, JSON, and SSH.
  • Atlassian Suite (Confluence, JIRA, Bitbucket) and Salesforce or similar support systems.
  • REST, Freemarker, XSL-FO (FOP), Git, CSS3, OpenSSL, Microsoft Office, and user acceptance testing.
  • AWS, microservices, security concepts, and public key infrastructure.

Skills

  • Technical Support
  • Customer Support
  • Troubleshooting
  • Problem Solving
  • Client Communication
  • Support Documentation
  • System Log Analysis
  • Software Testing
  • Client Integrations
  • AI-Assisted Troubleshooting