--- title: 'Product Support Engineer, El Salvador at Kira' canonical: 'https://feeny.ai/job/product-support-engineer-el-salvador-kira-el-salvador-hh1c4qma6dre' type: 'job' last_seen: '2026-11-07' --- # Product Support Engineer, El Salvador at Kira - **Company:** Kira - **Location:** El Salvador - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-01 - **Last confirmed live:** 2026-11-07 - **Apply:** https://jobs.ashbyhq.com/kira/9725d1ef-44d3-4495-b370-77c620c98f6e ## Job description 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. Kira’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. Kira 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 Kira’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. ## What You’ll Do - 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 - 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 ## What We’re Looking For - 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 ## What We Offer - Competitive compensation and equity - Employment through Deel, our Employer of Record, with all statutory benefits required under local law ## Equal Employment Opportunity Employer Kira believes that diversity and inclusion among our employees are critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Selection for employment is decided on the basis of qualifications, merit, and business need. At Kira, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Background Check Kira will make a conditional job offer in line with local, state and federal laws, and a subsequent criminal, education, and employment history background check will then be issued. ## About Kira ## Company Overview - **One-liner**: Kira is an AI-native operating system for K-12 education that replaces the entire teaching and learning tech stack by unifying curriculum, instruction, assessment, and intervention in one end-to-end platform. - **Entity Type**: Private (Series A) - **Headquarters**: Palo Alto, California, United States - **Founded**: 2021 (LinkedIn cites 2022; company career page shows foundational milestones starting in 2021) - **Founders**: Andrea Pasinetti (Co-founder, CEO), Jagriti Agrawal (Co-founder, VP of AI), Andrew Ng (Chairman) ## Core Business - **Primary industry/industries**: K-12 Education Technology (EdTech); AI in Education - **Target customers**: K-12 school districts, schools, and educational institutions across the United States (B2B, Enterprise) - **Mission or purpose statement**: To create an AI-native learning platform that empowers educators, accelerates student learning, and streamlines school operations — making AI in education "actually work, not just as a buzzword, but as a true force for progress" [kira-learning.com/about](https://www.kira-learning.com/about). ## Products & Services - **Kira 2.0 (The AI Operating System for Education)**: A fully interactive, end-to-end AI platform that replaces the entire K-12 teaching and learning software stack. It combines curriculum creation, lesson planning, grading, feedback, tutoring, translation, analytics, and student support into one system. Key capabilities include: - **Assessment and Mastery**: Real-time student response tracking that drives dynamic grading and feedback. - **Intervention and MTSS (Multi-Tiered Systems of Support)**: Automated identification of gaps and targeted support within instruction. - **Multilingual and Special Populations**: Adaptable instruction for ELLs, IEPs, and diverse learners without lowering expectations. - **Curriculum and Course Creation**: AI generation of full, standards-aligned courses for any subject or grade level. - **Career and Workforce Pathways**: CTE and AI pathways for modern career readiness. - **Flexible Learning Models**: Support for virtual programs, credit recovery, and staffing gaps. - **All offerings are SaaS**, delivered as a cloud-based platform that integrates with existing district infrastructure (LMSs, curriculum). ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metric – Total Funding**: USD $22.5 million across three rounds. - **Annual Revenue**: Approximately USD $1.0 million (as of latest available data) [linkedin.com/company/kira-learning](https://www.linkedin.com/company/kira-learning). - **Notable Investors**: - **New Enterprise Associates (NEA)** (led Series A) - **AI Fund** (led by Andrew Ng; led Pre-Seed and Seed) - **Rick Yang** (Partner, Head of Technology at NEA, serves on board) - **Growth Signals**: - Headcount grew **68.3% year-over-year**, now at approximately **43 employees**. - Operates in **6 countries** (United States, Togo, China, Morocco, Netherlands, United Kingdom). - 17 active job postings (monthly job post growth of +13.3%, yearly +54.5%). - LinkedIn follower count grew **55.5% year-over-year**. - Recent hires include a Design Director, Senior Product Manager, and AI Learning Scientist. ## Competitive Advantages - **"One System" Architecture**: Unlike most EdTech tools (lesson planners, grading systems, LMS, intervention tools) that are separate, Kira replaces the entire stack with a single, coherent platform, eliminating handoffs and reducing district operational overhead. - **Built-in Differentiation at Scale**: The AI adapts instruction for IEPs, ELLs, and interventions without requiring teachers to rebuild materials. - **Standards-Aligned & Explainable**: All rubrics, logic, and adaptations are visible and explainable to teachers, with FERPA and COPPA compliance built in. - **Founded by World-Class AI Experts**: Chairman Andrew Ng (co-founder of Coursera, former Chief Scientist at Baidu, co-founder of Google Brain) and co-founder Jagriti Agrawal (AI leader) provide unmatched credibility and AI talent access. - **Enterprise-Grade Compliance**: Designed for districts, with student data remaining under district control. ## Strategic Focus - **Replace Fragmented Tool Sprawl**: The company’s core message is that schools need one system, not more disconnected AI tools. They are actively positioning Kira 2.0 as the solution to "tool sprawl." - **Scale to More Districts**: With $22.5M in funding, the team is expanding sales (Account Executives, Regional Sales Director), customer success (VP of Customer Success, Implementation Specialists), and engineering to onboard more districts. - **Book of Business Expansion**: Focus on moving from supplemental tool to full-stack district replacement, absorbing more of the instructional tech stack over time. - **International Expansion**: Already operating in 6 countries, with a remote office in El Salvador and presence in Togo, Morocco, and others. ## Why Work Here - **High-Impact Mission**: The company is dedicated to fundamentally transforming K-12 education with AI — a clear, tangible mission that directly affects teachers and students. - **Cutting-Edge AI Work**: Engineers and scientists work on real-time mastery models, adaptive tutoring, and large-scale AI-driven curriculum generation — not just a thin ChatGPT wrapper. - **Strong Founding Team & Backing**: Backed by NEA and AI Fund, led by Andrew Ng, providing stability and deep AI expertise. - **Office Locations & Hybrid Policy**: - Physical offices in **San Francisco**, **New York**, **Los Angeles**, and **Palo Alto**. - Hybrid working model: roles list as "Hybrid" (some require on-site presence, others remote). - Remote roles also available (e.g., Implementation Specialist in El Salvador). - **Growth Trajectory**: The company grew headcount by 68% in the last year and is actively hiring across engineering (Senior Backend, Senior Frontend, Quality/Automation), product (Senior PM, PM), design (Design Director), marketing (Senior Manager Product Marketing, Demand Gen), and sales (AE, Director of Revenue Operations). - **Engineering Culture**: "Focus, speed, and quality" — the team describes themselves as "builders at heart" and "relentlessly focused on quality and impact" [kira-learning.com/about](https://www.kira-learning.com/about). - **Notable Roles Open**: Senior Software Engineer (Backend, Infrastructure Focus), Software Engineering Intern, AI Learning Scientist, Account Executive, Director of Teaching & Learning. ## Sources 1. [kira-learning.com (Official Website)](https://www.kira-learning.com/) 2. [kira-learning.com/about (Company About Page)](https://www.kira-learning.com/about) 3. [Built In - Kira Learning Careers, Perks + Culture](https://builtin.com/company/kira-learning) 4. [LinkedIn - Kira (Kira Learning, Inc.)](https://www.linkedin.com/company/kira-learning) 5. [Kira Learning Careers Page (Jobs)](https://kira-learning.com/jobs) ## Other roles at Kira - [Head of Deployment Strategy](https://feeny.ai/job/head-of-deployment-strategy-kira-new-york-qdj5bxdmr0tt) — New York, NY - [Deployment Strategist, El Salvador](https://feeny.ai/job/deployment-strategist-el-salvador-kira-el-salvador-0e9qz3z4dyth) — El Salvador - [Senior Product Manager](https://feeny.ai/job/senior-product-manager-kira-new-york-k29xekm5kbm1) — New York, NY - [Engineering Manager](https://feeny.ai/job/engineering-manager-kira-new-york-eqgy882h6hrq) — New York, NY / San Francisco, CA - [Senior Software Engineer (Frontend Focus)](https://feeny.ai/job/senior-software-engineer-frontend-focus-kira-new-york-d206azj7msyh) — New York, NY - [Senior Software Engineer (Backend, Infrastructure Focus)](https://feeny.ai/job/senior-software-engineer-backend-infrastructure-focus-kira-new-york-y5y40f1qv1fa) — New York, NY - [Manual QA Engineer (Contract to Hire)](https://feeny.ai/job/manual-qa-engineer-contract-to-hire-kira-new-york-p9t54b5g109t) — New York, NY - [Senior Product Manager (Mandarin Speaker)](https://feeny.ai/job/senior-product-manager-mandarin-speaker-kira-san-francisco-zeqasytsaaeh) — San Francisco, CA - [Senior Software Engineer (Backend, Infrastructure Focus)](https://feeny.ai/job/senior-software-engineer-backend-infrastructure-focus-kira-san-francisco-2g3r3q6tvqmw) — San Francisco, CA - [QA Automation Lead](https://feeny.ai/job/qa-automation-lead-kira-new-york-ab5gr8fbcwmv) — New York, NY