L1 Support Engineer

Job Summary

Providing technical support to end-users of Canvas, the part-time L1 Support Engineer will troubleshoot issues via phone, web-based tools, and email, while serving as a liaison between clients and Tier 2 Support for escalated problems.

Key responsibilities

• Manage and resolve tickets from admins, faculty, staff, and students through various communication channels
• Validate reported issues, answer how-to questions, and troubleshoot simple bugs within the Canvas user interface
• Document all actions taken in the ticketing system and escalate unresolved issues to the L2 Support team

Required qualifications

• Strong written and verbal communication skills in English
• Proven technical, troubleshooting, and analytical skills
• Ability to work independently in a self-directed environment
• Experience in a fast-paced, agile environment requiring critical thinking
• Professional client interaction skills during all communications