Product Support Engineer, El Salvador
1 нед. назад
СальвадорRemote
ticketing system
Responsible for managing product support and resolving escalated issues for AI educational technology in partnership with the Government of El Salvador.
Обязанности
- Own ’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 ’s US support queue and help train ’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
Требования
- 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
Условия
- Competitive compensation and equity
- Employment through Deel, our Employer of Record, with all statutory benefits required under local law
Другое
- We live in a world where technology is rapidly changing the educational experiences of students and teachers everywhere, and we have the opportunity to shape how this change takes place. ’s mission is to harness transformative AI technologies to make world-class personalized teaching and learning accessible to everyone. We are a rapidly growing startup backed by top-tier Venture Capital funds including New Enterprise Associates (NEA), Andrew Ng’s AI Fund, and Primavera.
- is powering one of the largest national AI-in-education deployments in the world. In partnership with the Government of El Salvador (GoES), we’re in 600+ schools today, scaling to 2,000+, and expanding to every subject in the next school year.
- As our Product Support Engineer, reporting to our General Manager for Latin America, you’ll be ’s product expert inside the GoES offices. When something isn’t working, you’ll figure out why, resolve what can be resolved on the spot, and give our engineering team clear, actionable bug reports. This role is for someone with strong product intuition: you don’t just close tickets, you understand the user problem behind them and help solve it.