L2 Partnership Support

Description

The L2 Partnership Support role is highly technical and collaborative, primarily responsible for troubleshooting complex escalated cases from our Partner’s Engineering and Support teams, sharing knowledge and best practices of common integration pathways, and being a subject matter expert for other internal teams. Agents in the role will work closely with our Partnerships, Product, Engineering, CSM, and Support teams.

If dissecting complex problems, learning new concepts, being a subject matter expert for others, taking on a key role in the growth of positive relationships with partners, and addressing questions without an existing answer sounds exciting, this may be your role.

What you will be doing:

Prioritize, troubleshoot, and promptly respond to escalated cases by Partner Developers/Support Teams and Reseller Vendors through SalesForce to resolution.

Join or schedule calls ad-hoc with partners to better understand and resolve complex issues.

Closely work with our Partner Managers, Product, and Engineering teams to prioritize, address Partner-related issues, and expand the 3rd party development resources available to partners.

Coordinate with Canvas and other support teams to resolve issues affecting mutual clients (e.g., Turnitin, Respondus, etc.)

Assist with technical questions when appropriate in Slack Channels (e.g., #partnerships, #partnerships-support, #interoperability-csmliaisons, etc.)

Document issues(Bugs or Support Weeks) clearly via Jira that require Product/Engineering intervention.

Create and maintain resources for internal/external audiences to make LTI information more accessible and useable.

Assist with issuing & managing Developer Keys for Partners & vet/responding to EduApp requests.

Learn common integration practices to integrate with Canvas easily.

What you will need to know/have:

Responsible solutions-oriented, adaptable, and proactive team player with exceptional collaboration and communication skills.

Self-directed with excellent prioritization and organizational skills.

Comfortable in conference calls with partners. Recognizes audience's needs and adjusts tech-speak accordingly.

APIs, LTI, OAuth, REST knowledge.

Excellent ability to identify and use resources to troubleshoot and resolve issues.

Detail-oriented with excellent problem-solving and analytical skills.

Strong passion for continued learning and making a positive impact.

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.

All Instructure employees are required to successfully pass a background check upon being hired.