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

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

Product Support Engineer, El Salvador

Responsibilities

Qualification

Required

Benefits

Company

Kira

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