SpanishBilingualL1CustomerSupportEngineer

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, is looking for a Customer Support Engineer to join our dedicated support team in Manilla. In this role, you will serve as the primary point of contact for learners and consumers, offering timely, accurate, and empathic support. You’ll communicate complex policies and procedures, resolve issues across multiple channels (phone, chat, webcase), and help users navigate our technology and services with confidence.   📢 Important Details for Applicants We are hiring multiple cohorts with target start date in June 15, 2026 - This role is onsite, at our Manila office. - Work schedule: Monday–Friday, 8-hour shifts scheduled between 7:00 PM – 9:00 AM PHT (equivalent to 7:00 AM – 9:00 PM EST). - Candidates must be available and willing to work any assigned shift within this timeframe.     What you’ll do: - Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets - Clearly and empathically explain complex policies, procedures, and technical steps - Troubleshoot user issues and guide customers through our electronic systems - Review and evaluate applications for completeness and compliance with guidelines - Efficiently manage client inquiries through a web-based ticketing system - Maintain accurate records and enter data across various platforms - Collaborate with team members to resolve issues and share best practices - Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. - Proactively communicate updates and resolutio