Product Support Engineer, El Salvador
Core
Product expert inside the Government of El Salvador offices, resolving escalations, data issues, and configuration problems for an AI-in-education platform.
Role type
Product Support Engineer (SaaS)
Builds
AI-powered personalized teaching and learning platform for 600+ schools in El Salvador
Domain
Education technology / AI
Deliverable
production ML models
Required skills
Spanish (fluent), English (fluent), SaaS product support, bug triage, admin console navigation, log analysis, AI tool usage (Cursor/Claude), incident response, trend reporting
Preferred skills
Government stakeholder management, training support agents, US support queue coverage
Technologies
Spanish-language ticketing system, admin tools, logs, browser dev tools, Cursor, Claude
Responsibilities
Own escalation queue in Ministry of Education system, resolve account/roster/data issues, reproduce and file structured bug reports, run refresher trainings for support agents, support incident response and customer communications, back up US support queue, generate weekly trend reports
Seniority
Mid-level, hands-on IC
