Product Support Engineer (AI)

Location: Remote in El Salvador; ideally based in San Salvador. Candidates elsewhere in Latin America within commuting distance may be considered, with on-site presence at least 50% of the time.

Company

hirify.global is a rapidly growing startup using AI to deliver personalized teaching and learning, including a national AI-in-education deployment with the Government of El Salvador.

What you will do

• Own the escalation queue in the Ministry of Education’s Spanish-language ticketing system, resolve tickets, and document fixes in Spanish.
• Resolve account, roster, data, assignment, content, access, and configuration issues using admin tools and logs.
• Reproduce issues, isolate causes, distinguish bugs from configuration problems, and file structured engineering tickets with severity and reproduction steps.
• Translate and relay issues between Spanish-speaking Ministry stakeholders and Engineering; support incident response and draft customer communications in English and Spanish.
• Run refresher training for Ministry support agents, maintain Spanish troubleshooting guides, and help train Kira’s AI support agent.
• Produce weekly ticket-trend reports, support product reviews before launches, and back up the US support queue when needed.

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 and experience investigating user problems beyond routing requests.
• Comfort with admin consoles, logs, and browser developer tools, including distinguishing bugs from configuration issues.
• Comfort using AI tools such as Cursor or Claude to investigate issues and accelerate work.
• Clear, calm, empathetic communication; polished interaction with government stakeholders; and comfort working on-site with the client team.

Nice to have

• Based in San Salvador.

Culture & Benefits

• Full-time employment with competitive compensation and equity.
• Employment through Deel as Employer of Record, with statutory benefits required under local law.
• At least 50% on-site presence for candidates elsewhere in Latin America within commuting distance.
• Expected ramp milestones include independent El Salvador escalation handling by day 30, US queue coverage by day 45, the first Help Center refresh by day 60, and prioritized routing by day 90.
• Background checks may include criminal, education, and employment history after a conditional offer.