Product Support Engineer, El Salvador

Role overview Own escalated product support for a large education deployment, working closely with a government client team and the product’s engineering and support groups. The work combines hands-on investigation and data or configuration fixes with clear bilingual communication, support-team training, and reporting that helps improve the product.

Responsibilities - Manage escalated requests in a Spanish-language ticketing system, resolve issues, and document fixes in Spanish. - Correct account, roster, assignment, section, content, and access problems using administrative tools and logs. - Reproduce reported issues, identify likely causes, distinguish defects from configuration problems, and send engineering structured reports with severity and reproduction steps. - Train client support agents and maintain Spanish troubleshooting materials to reduce avoidable escalations. - Help coordinate incident response, including impact assessment and communications in English and Spanish. - Track recurring support issues, share a weekly trends report with product and engineering teams, and contribute support insight to product reviews.

Requirements - Professional written and spoken fluency in Spanish and English. - At least 3 years in a product-adjacent SaaS role, such as technical support, implementation, solutions engineering, product operations, or product management. - Strong product judgment and experience investigating user problems beyond routing requests. - Comfort working with admin consoles, logs, and browser developer tools to diagnose issues. - Ability to communicate calmly and empathetically with government stakeholders and engineering teams. - Willingness to work on site with the client team at least half of the time; candidates near San Salvador are preferred, with other nearby Latin American locations considered.

Nice to have - Familiarity with AI tools for investigation and support workflows.

Benefits and work setup - Competitive compensation and equity. - Employment through an employer-of-record provider, with statutory local benefits.