{"id":4171413,"url":"https://alion.io/job/instructure-remote-french-bilingual-support-engineer-central-canada","title":"Remote French Bilingual Support Engineer – Central Canada","company":{"id":6996,"name":"Instructure","domain":"instructure.com","url":"https://alion.io/company/instructure","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":80000,"currency":"CAD","period":"year","gross":null,"usd_annual":56176},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"AWS","optional":true},{"name":"Bitbucket","optional":true},{"name":"Confluence","optional":true},{"name":"Git","optional":true},{"name":"JavaScript","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-11-12T14:35:59Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T14:51:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nWe do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:\nParchment 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. \nThe 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. \nVisit: www.parchment.com \nWe 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. \nYou’ll be a key cross-functional player within the Parchment Support team; a collaborative mentality and positive attitude are essential.\nWe 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.\nThis 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. .\nJob Description / Responsibilities\nThis 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:\nUse knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs\n\nTriage and prioritise a daily flow of tasks together with long-term projects, liaise with our development and SRE team, escalate issues as appropriate\n\nBe able to respond to / engage with clients in written and oral French as required\n\nUse AI to optimise troubleshooting and assist with tasks\n\nImplement resolution plans for technical problems\n\nModify Freemarker document templates\n\nAssist with testing of new features and validation of software fixes\n\nIn addition to addressing a full range of customer queries, handle technical requests raised by internal departments\n\nWhere necessary, initiate suggestions for product improvement based on client feedback\n\nIdentify and evaluate support process improvement opportunities\n\nMonitor system logs\n\nWrite high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding\n\nProvide Canadian French translations to documents where required\n\nActive learning is a key component of this role\n\nWe have Support bases in Melbourne, Australia, US, and Ireland, so some out-of-hours meetings may be required.\n\nRequired education/skills/experience\nMinimum 3 years experience as a support engineer or similar role\n\nProven experience in troubleshooting and problem solving\n\nHoned analytical skills\n\nFluent and professional oral and written English and French\n\nBackground with relational databases, SQL scripting\n\nAnalysing application and server logs\n\nExcellent customer-facing skills and follow up\n\nBSc in Computer Science or related field\nDesired skills/experience\n\nExperience of using AI in daily operations\n\nKnowledge and use of: XML, HTML 5, Java, JavaScript, JSON, SSO\n\nFamiliarity using iOS\n\nAtlassian Suite (Confluence / JIRA / Bitbucket)\n\nFamiliar with Salesforce or similar tech support management system\n\nREST, Freemarker, XSL-FO (FOP), Git, CSS3\n\nMicrosoft Office\n\nFamiliarity with user acceptance testing\n\nAWS, microservices\n\nUnderstanding of Security, Public key infrastructure\n\nGet in on all the awesome at Instructure!\nWe 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:\nCompetitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.\n\nFlexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.\n\nGenerous 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.\n\nComprehensive wellness programs and mental health support\n\nLearning and development resources, including professional development tools and tuition reimbursement, to support your growth\n\nThe technology and tools you need to do your best work\n\nMotivosity employee recognition program\n\nA culture rooted in inclusivity, support, and meaningful connection\n\nWe believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.\nInstructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.\nAll 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.\nAny attempt to misrepresent personal or professional information will result in disqualification.","description_format":"text","description_chars":5938,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Professional development","Wellness"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","E-learning","Learning Management Systems"],"lifecycle":[{"event":"open","at":"2026-11-12T14:51:10Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":39,"reasons":["conf:2","win:early"],"computed_at":"2026-11-12T17:01:01Z"},"pay":{"stated_usd_annual":56176,"is_top_pay":false},"html_url":"https://alion.io/job/instructure-remote-french-bilingual-support-engineer-central-canada","json_url":"https://alion.io/job/instructure-remote-french-bilingual-support-engineer-central-canada.json","meta":{"generated_at":"2026-11-12T17:01:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35713,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6996},"rest":"https://alion.io/mcp/rest/get_company?id=6996"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finstructure-remote-french-bilingual-support-engineer-central-canada"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finstructure-remote-french-bilingual-support-engineer-central-canada"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finstructure-remote-french-bilingual-support-engineer-central-canada"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/instructure-remote-french-bilingual-support-engineer-central-canada\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finstructure-remote-french-bilingual-support-engineer-central-canada"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4171413}},{"tool":"search_jobs","arguments":{"company":"instructure.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4171413},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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