---
title: 'L1 Parchment Support Engineer at Instructure, Inc.'
canonical: 'https://feeny.ai/job/l1-parchment-support-engineer-instructure-inc-manila-89vfr7j8tknx'
type: 'job'
last_seen: '2026-09-14'
---

# L1 Parchment Support Engineer at Instructure, Inc.

- **Company:** Instructure, Inc.
- **Location:** Manila, Philippines
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/instructure/b706f5b9-69a4-4c25-93b0-4e9bcc151e52

## Job 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. 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 L1 Parchment 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.

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 resolutions to key stakeholders

What you will need to know/have:

- Strong customer service skills, with a background in high-volume support environments
- Excellent communication and active listening abilities
- Experience troubleshooting hardware and software issues
- Comfortable using technology to solve problems and help others
- Strong organizational and time management skills
- Able to work both independently and collaboratively
- Self-motivated with a proactive, solutions-oriented mindset
- Demonstrated ability to adapt to a fast-paced, constantly evolving environment
- A track record of accountability, ownership, and delivering on commitments
- Comfortable with remote tools and virtual collaboration platforms

It would be a bonus if you also had:

- Prior experience providing customer service, especially in a metrics-driven environment
- Experience supporting students or working in higher education (preferred)
- Familiarity with Salesforce products and virtual telephony systems
- Experience using Microsoft Office and Google Workspace

## What You’ll Bring to the Team

- A customer - centric attitude with a passion for helping others
- A collaborative spirit with a willingness to support and learn from teammates
- A creative and flexible approach to problem solving
- The ability to remain composed and effective under pressure

Get in on all the awesome at Instructure! We 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:

- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
- Generous 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.
- Comprehensive wellness programs and mental health support
- Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
- The technology and tools you need to do your best work
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All 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. Any attempt to misrepresent personal or professional information will result in disqualification.

## About Instructure, Inc.

## Company Overview
- **One-liner**: Instructure makes Canvas, the world’s #1 learning management system, along with assessment (Mastery) and credentialing (Parchment) platforms for K-12, higher education, and business/government.
- **Entity Type**: Private (acquired by KKR in 2024; formerly public on NYSE under ticker INST)
- **Headquarters**: Salt Lake City, Utah, United States
- **Founded**: 2008
- **Founders**: Not publicly available from provided sources

## Core Business
- Primary industry/industries: Education Technology (EdTech)
- Target customers: K-12 schools, higher education institutions, business and government organizations (B2B, Enterprise)
- Mission or purpose statement: “To help learners thrive in tomorrow’s landscape by delivering a future-ready ecosystem.”

## Products & Services
- **Canvas**: SaaS learning management system (LMS) – the most-visited education website globally, used in over 100 countries.
- **Mastery**: Assessment management platform (acquired 2019) – supports formative, predictive, and college prep assessments.
- **Parchment**: Credential management platform and network (acquired 2024) – the preferred platform for enrollment, records management, and digital credentials.

## Market Standing
- **Valuation/Market Cap**: Not disclosed since going private; previously reached $1B market cap in 2017.
- **Key Metric**: 18.6M+ unique visitors annually, 8,000+ customers, 1,800+ employees.
- **Notable Investors/Partners**: KKR (current owner); acquisition history includes Mastery and Parchment.
- **Growth Signals**: #1 LMS in the world; international offices in London, Sydney, São Paulo; 2M+ members in the Instructure Community; continuous product ecosystem expansion.

## Competitive Advantages
- Open edtech philosophy with a large, engaged community of educators.
- Comprehensive ecosystem covering learning, assessment, and credentialing – a seamless lifecycle.
- Highest adoption and brand trust among educational institutions globally.
- Strong partner network and integrations.

## Strategic Focus
- Building a future-ready ecosystem that supports every stage of learning.
- Deepening capabilities in data, analytics, and outcomes measurement.
- Expanding into business and government workforce training.
- Post-acquisition investment from KKR in innovation and product development.

## Why Work Here
- **Culture highlights**: “People first” values; emphasis on equity, ownership, and belonging; community engagement and volunteering.
- **Remote/hybrid policy**: Flexibility and trust – outcomes and impact matter more than location; many roles are remote-friendly (US, UK, Hungary, Australia, Philippines, Mexico, etc.).
- **Notable perks**: Employee ownership programs; access to large course library for development; mentoring and coaching; regular feedback culture.
- **Engineering culture**: Growing product suite (Canvas, Mastery, Parchment) with modern tech stack; opportunities to impact millions of learners.

## Sources
1. [Instructure About Page](https://www.instructure.com/about)
2. [Instructure Home Page](https://www.instructure.com/)
3. [Instructure Careers Page](https://www.instructure.com/about/careers)
4. [Instructure Jobs Listing](https://jobs.ashbyhq.com/instructure)
5. [Instructure Leadership Page](https://www.instructure.com/about/leadership)

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