L1 Support Engineer (EdTech)

TL;DR

L1 Support Engineer (EdTech): Providing technical assistance and troubleshooting for the Canvas learning management system with an accent on user issue resolution and client communication. Focus on managing ticket life cycles, acting as a liaison with Tier 2 Support, and maintaining high service quality for educational and corporate users.

Location: Must be based in Quezon City, Philippines (Onsite at Giga Tower)

Company

hirify.global is an educational technology company that builds intuitive products like Canvas to support learning and personal development globally.

What you will do

• Provide technical support to end-users and administrators via phone, email, and web tools.
• Troubleshoot platform issues and advise clients on product usage.
• Manage the full ticket life cycle from initiation to resolution.
• Act as a liaison between customers and Tier 2 Support for escalated issues.
• Maintain 24/7 coverage through participation in a shifting schedule.

Requirements

• Must be able to work onsite in Quezon City, Philippines
• Availability for shifting schedules including weekends and holidays
• Proven experience in technical support or client services
• Ability to explain technical concepts to non-technical end-users
• Strong problem-solving skills and attention to detail
• Completion of background check and identity verification

Culture & Benefits

• Competitive benefits package tailored to the region
• Opportunities to work with a global, diverse, and creative team
• Focus on professional development and career growth
• Commitment to inclusive hiring and equitable workplace practices