Product Support Engineer, El Salvador

The role

You will act as a product expert inside the Ministry of Education offices to resolve technical issues and manage the escalation queue. You will use admin tools and logs to fix data and configuration problems while providing bug reports to the engineering team.

What you will do

• Own the escalation queue in the Ministry of Education's Spanish-language ticketing system
• Resolve account, roster, and data issues directly
• Reproduce reported issues and file structured tickets for Engineering
• Use admin tools and logs to resolve configuration and data issues
• Translate and relay issues to Engineering
• Run refresher trainings for Ministry support agents
• Support incident response and draft customer communications in English and Spanish
• Back up the US support queue and help train the AI support agent
• Turn ticket patterns into a weekly trend report

Required qualifications

• Professional fluency in Spanish and English, written and spoken
• 3+ years in a product-adjacent role such as solutions engineering, implementation, product operations, product management, or technical support for a SaaS product
• Strong product intuition
• Comfortable in admin consoles, logs, and browser dev tools
• Comfortable using AI tools like Cursor or Claude
• Clear, calm, empathetic communicator
• Comfortable working on-site with the client team

Nice to have

• Ideally based in San Salvador

Benefits

• Competitive compensation
• Equity
• Employment through Deel
• All statutory benefits required under local law

Before you apply

• Criminal, education, and employment history background check will be issued

About the company

Kira is a rapidly growing startup that uses transformative AI technologies to make personalized teaching and learning accessible. The company is powering one of the largest national AI-in-education deployments in the world in partnership with the Government of El Salvador.