Product Support Engineer, El Salvador

Kira

6d•Hybrid

About The Position

Kira is hiring a Product Support Engineer to serve as its product expert within the Government of El Salvador’s offices. Reporting to the General Manager for Latin America, this role owns escalations from Ministry of Education support teams, investigates product issues, resolves account and configuration problems where possible, and supplies Engineering with clear, actionable bug reports. The position also helps improve support operations through agent training, troubleshooting documentation, incident communications, and analysis of ticket trends. The role works closely with Spanish-speaking Ministry stakeholders and Kira’s English-speaking internal teams. It is ideally based in San Salvador; candidates elsewhere in Latin America within commuting distance may be considered, with on-site presence at least 50% of the time. The stated 90-day milestones include independently handling El Salvador escalations by day 30, covering the US support queue as needed by day 45, owning weekly trend reporting and an initial Help Center refresh by day 60, and launching response-time targets and prioritized routing by day 90. The employee should be fully ramped before the start of El Salvador’s new school year in late January. Kira describes itself as a rapidly growing startup using AI to support personalized teaching and learning. Its deployment with the Government of El Salvador is active in more than 600 schools, is scaling to more than 2,000, and is expanding to every subject in the next school year.

Requirements

Professional fluency in written and spoken Spanish and English.
At least 3 years of experience in a product-adjacent role, such as solutions engineering, implementation, product operations, product management, or technical support for a SaaS product.
Strong product intuition, including experience investigating user problems and helping solve them beyond routing requests.
Comfort using admin consoles, logs, and browser developer tools, and distinguishing product bugs from configuration issues.
Comfort using AI tools such as Cursor or Claude to investigate issues and speed up work.
Clear, calm, empathetic communication skills; ability to work professionally with government stakeholders and comfortably on-site with the client team.

Nice To Haves

Ideally based in San Salvador; candidates elsewhere in Latin America within commuting distance will be considered.
Ability to be on-site at least 50% of the time.

Responsibilities

Own the escalation queue in the Ministry of Education’s Spanish-language ticketing system, working escalations through to resolution and documenting fixes in Spanish.
Resolve account, roster, and data issues directly, including user corrections, teacher-to-subject assignments, section moves, and content or access problems.
Reproduce reported issues, determine their cause, distinguish bugs from configuration problems, and file structured Engineering tickets with severity and reproduction steps.
Use administrative tools and logs to resolve configuration and data issues without involving an engineer when possible.
Translate and relay issues between Ministry stakeholders and Engineering so language differences do not block work.
Run refresher trainings for Ministry support agents to reduce unnecessary escalations and maintain Spanish troubleshooting guides.
Support incident response by assessing impact, drafting customer communications in English and Spanish, and keeping internal teams informed.
Back up Kira’s US support queue and help train Kira’s AI support agent to resolve recurring questions without human assistance.
Turn ticket patterns into a weekly trend report for Product and Engineering and participate in product reviews before launches.
Meet the stated onboarding milestones, including independent handling of El Salvador escalations, US queue coverage when needed, trend reporting, a Help Center refresh, and implementation of response-time targets and prioritized routing.