Customer Support Engineer

TL;DR

Customer Support Engineer (EdTech): Providing technical and policy support for learners and consumers with an accent on troubleshooting electronic systems and managing high-volume inquiries. Focus on resolving complex user issues via phone, chat, and webcases while ensuring compliance with guidelines.

Location: On-site in Manila, Philippines

Salary: ₱74K – ₱82K

Company

hirify.global, by Instructure, creates intuitive products that simplify learning, personal development, and academic credentialing.

What you will do

• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets.
• Troubleshoot hardware and software issues and guide customers through electronic systems.
• Empathically explain complex policies, procedures, and technical steps to users.
• Review and evaluate applications for completeness and compliance with guidelines.
• Efficiently manage client inquiries using a web-based ticketing system and maintain accurate records.
• Collaborate with team members to resolve issues and share best practices.

Requirements

• Fluent in English and Spanish.
• Must be based in Manila for on-site work.
• Ability to work shifts between 7:00 PM – 9:00 AM PHT (EST overlap).
• Experience in high-volume customer support environments.
• Strong troubleshooting skills for hardware and software issues.
• Proactive, solutions-oriented mindset with a track record of accountability.

Culture & Benefits

• Competitive compensation including an employee ownership program.
• Annual “Dim the Lights” period in late December for team recharge.
• Comprehensive wellness programs and mental health support.
• Professional development tools and tuition reimbursement.
• Inclusive culture rooted in support and meaningful connection.