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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates professional fluency in Spanish and English, with strong problem-solving skills in a product-adjacent role. Capable of effectively communicating with government stakeholders and utilizing admin tools to resolve technical issues.
Highest-signal resume keywords
Professional Fluency In Spanish And English3+ Years In Product-Adjacent RoleStrong Product IntuitionExperience Using Admin Consoles And LogsAbility To Distinguish Bugs From Configuration Issues
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Support For SaaS ProductSolutions EngineeringImplementationProduct OperationsProduct ManagementTroubleshootingData Issue ResolutionTicketing System ManagementIncident ResponseTrend Reporting
Soft Skills
Clear Communication SkillsCalm CommunicationEmpathetic CommunicationProfessionalism With Government Stakeholders
Tools & Technologies
Admin ToolsBrowser Developer ToolsAI Tools
Industry Keywords
Ministry Of EducationSpanish-Language Ticketing SystemEscalation ManagementUser Problem SolvingClient Team Collaboration
About the role
Key responsibilities & impact- Own Kira’s escalation queue in the Ministry of Education’s Spanish-language ticketing system
- Receive escalations from Ministry support teams, resolve tickets, and document fixes in Spanish
- Resolve account, roster, data, user, teacher-to-subject assignment, section move, content, and access issues
- Reproduce reported issues and isolate their causes
- Distinguish bugs from configuration problems
- File structured Engineering tickets with severity and reproduction steps
- Use admin tools and logs to resolve configuration and data issues independently
- Translate and relay issues between Spanish-speaking stakeholders and Engineering
- Run refresher training for Ministry support agents
- Maintain Spanish troubleshooting guides
- Support incident response by assessing impact and drafting customer communications in English and Spanish
- Back up Kira’s US support queue
- Help train Kira’s AI support agent
- Produce a weekly trend report for Product and Engineering
- Join product reviews before launches
- Handle El Salvador escalations independently by day 30
- Cover the US support queue independently when needed by day 45
- Own the weekly trend report and first Help Center refresh by day 60
- Implement response-time targets and prioritized routing by day 90
- Be fully ramped for El Salvador’s new school year in late January
Requirements
What you’ll need- 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 and experience solving user problems beyond routing requests
- Comfortable using admin consoles, logs, and browser developer tools
- Ability to distinguish bugs from configuration issues
- Comfortable using AI tools such as Cursor or Claude to investigate issues and accelerate work
- Clear, calm, empathetic communication skills
- Ability to work professionally with government stakeholders
- Comfortable working on-site with the client team
- Ideally based in San Salvador; candidates elsewhere in Latin America within commuting distance may be considered
- Ability to be on-site at least 50% of the time
- Legally authorized to work in the country of residence
- Successful criminal, education, and employment history background check
Benefits
Comp & perks- Competitive compensation and equity
- Employment through Deel, the Employer of Record
- All statutory benefits required under local law