Support Engineer

The Company

Founded in 2012, Kira Talent transforms the admissions process by integrating on-demand, timed video, and written assessments with structured live interview technology. Our platform complements existing admissions requirements, allowing institutions to see the real people behind the application—not just the numbers.

The Team

At Kira, we tackle complex challenges in higher education by creating elegant, user-friendly products. We’re a lean, highly collaborative team that moves quickly and works cross-functionally to drive success for both schools and applicants. If you have an entrepreneurial spirit and thrive in a startup environment, you’ll love it here.

We’re committed to fostering an open, honest, and respectful workplace, shaped by the people within it. Our team values diversity and inclusion, and we strive to build and support talent that reflects our diverse culture.
 

Kira Talent is looking for a Support Engineer to partner closely with our Customer Success team to resolve technical issues during day-to-day operations and, most critically, during live interviewing events. You will act as a trusted technical problem-solver and advocate for our customers, ensuring issues are resolved promptly and effectively.

In this role, you’ll combine strong troubleshooting and SQL skills with excellent project management to keep incidents on track, stakeholders informed, and disruptions minimized. You’ll collaborate closely with Engineering, Product, and QA to diagnose, prioritize, and resolve issues, while also improving processes and tools to prevent them in the future.

This position includes participation in an on-call rotation, which may require evening or weekend availability during critical events.

- Serving as the first point of technical escalation for the Customer Success team.
- Providing real-time troubleshooting during live interview events to minimize downtime.
- Tracking, prioritizing, and coordinating resolution of incidents across multiple teams.
- Writing and executing SQL queries to investigate issues and validate fixes.
- Championing customer needs internally to ensure timely and effective resolution.
- Managing support-related initiatives from start to finish with clear timelines and accountability.
- Contributing to continuous improvement of incident response and operational processes.

- 4+ years of experience in a technical support, support engineering, or similar role.
- Strong troubleshooting skills with the ability to remain calm and effective under pressure.
- Proficiency with SQL for investigation and analysis.
- Excellent project management skills and attention to detail.
- Strong written and verbal communication skills for cross-functional collaboration.
- Ability to work flexible hours, including evenings and weekends, as part of an on-call rotation.

Nice-to-haves:

- Experience in SaaS or EdTech environments.
- Familiarity with live event or real-time service support.
- Knowledge of ticketing and incident management systems (e.g., Jira, Zendesk, ServiceNow).

• We will continue remote-friendly operations (eg, all meetings must be held over Zoom, so remote team members are always included).
• Applications from remote candidates are welcome, provided they are in North America and operate within our time zones. (EST /EDT + 3 time zones away max).

• MacBook provided
• Monthly company-wide lunch & learns 
• Regular virtual team hang-outs and games!
• Quarterly company-wide Town Halls - followed by activities 
• Competitive vacation policy

Kira Talent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



How to Apply

We encourage you to apply if you meet at least 80% of the qualifications listed in this job description.

Kira Talent is committed to fostering a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

If you require disability-related accommodations during any part of the application or hiring process, please contact us at [email protected]. We will gladly accommodate your needs to ensure a fair and accessible process for all.