kira - Product Support Engineer, El Salvador
Requirements
• 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: you’ve dug into user problems and helped solve them, beyond routing requests • Comfortable in admin consoles, logs, and browser dev tools, and able to tell a bug from a configuration issue • Comfortable using AI tools like Cursor or Claude to investigate issues and speed up your work • A clear, calm, empathetic communicator who is polished with government stakeholders and comfortable working on-site with the client team • Ideally based in San Salvador. Candidates elsewhere in Latin America within commuting distance will be considered, with on-site presence at least 50% of the time
Responsibilities
• Own Kira’s escalation queue in the Ministry of Education’s Spanish-language ticketing system: receive escalations from Ministry support teams, work tickets through to resolution, and document fixes in Spanish • Resolve account, roster, and data issues directly, including user corrections, teacher-to-subject assignments, section moves, and content and access problems • Reproduce reported issues, isolate the cause, tell a bug from a configuration problem, and file structured tickets for Engineering with severity and reproduction steps • Use admin tools and logs to resolve configuration and data issues without pulling in an engineer • Bridge the language gap by translating and relaying issues so Engineering is never blocked • Run refresher trainings for Ministry support agents to reduce unnecessary escalations, and keep Spanish troubleshooting guides current • Support incident response: assess impact, draft customer communications in English and Spanish, and keep internal teams informed • Back up Kira’s US support queue and help train Kira’s AI support agent so repeat questions resolve without a human • Turn ticket patterns into a weekly trend report for Product and Engineering, and join product reviews before launches so support has a voice early • Your impact within your first 90 days: • Handling El Salvador escalations independently by day 30 • Covering the US support queue on your own when needed by day 45 • Owning the weekly trend report and the first Help Center refresh by day 60 • Response-time targets and prioritized routing live by day 90 • Fully ramped and ready for the start of El Salvador’s new school year in late January
Benefits
• Employment through Deel, our Employer of Record, with all statutory benefits required under local law • Equal Employment Opportunity Employer • Kira believes that diversity and inclusion among our employees are critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Selection for employment is decided on the basis of qualifications, merit, and business need.
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