Product Support Specialist - Remote Eligible

Product Support Specialist

As a Product Support Specialist at Kisi, you'll be the first point of contact for our customers and reseller partners when they have questions, issues, or need guidance on our SaaS-plus-hardware security solutions. You'll leverage your technical aptitude, strong communication skills, and customer-first mindset to deliver world-class support and ensure our users get the most out of our products.

What You'll Do

• Respond to Inquiries: Field and triage incoming support requests from customers and reseller partners via email, phone, and live chat.
• Troubleshoot End-to-End: Diagnose and resolve technical issues spanning both our cloud-based SaaS platform and on-premises hardware components.
• Onboard & Educate: Guide new users through product setup, configuration, and feature adoption—both one-on-one and through group webinars or screen-shares.
• Document Solutions: Write clear, step-by-step knowledge-base articles, FAQs, and internal runbooks that empower self-service and accelerate issue resolution.
• Maintain SLAs: Track, prioritize, and manage cases in our ticketing system to meet defined service-level targets and keep stakeholders informed.

Qualifications

• 2+ years of hands-on technical support or customer success experience, ideally in a SaaS environment that integrates with physical hardware
• Proven track record of troubleshooting both software and hardware issues
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls)
• Experience with ticketing systems (e.g. Zendesk, Freshdesk, Salesforce Service Cloud) and live-chat platforms
• Exceptional written and verbal communication, with the ability to explain complex technical concepts in clear, non-technical terms
• Data-driven mindset: comfortable tracking and analyzing support metrics (response times, CSAT scores, ticket volumes) to identify trends and drive improvements
• Enjoys working cross-functionally with Sales, Engineering, and Product teams to surface customer feedback and prioritize feature requests

Nice to Have

• Prior experience supporting security, IoT, or access-control hardware
• Background in technical writing or creating knowledge-base content

Your Process With Us

1. Application: Submit your application through our online form and include a link to your LinkedIn profile.
2. CV Screening: Our recruiting team will review your resume to assess your background, skills, and fit for the role.
3. Technical Test Task: You'll receive a short, take-home technical assignment designed to simulate the kinds of problems you'll tackle on the job.
4. Technical Interview: Meet one-on-one (via video call) with a member of our support team to walk through your test task, discuss your approach, and dive deeper into your technical experience.
5. Culture Interview: Have a conversation with cross-functional team members to learn more about our values, work style, and company culture—and for us to learn more about what motivates you.
6. Offer: If it's a mutual fit, we'll extend a formal offer and welcome you to the Kisi team.

After successful interviews and the job offer is signed, we will conduct a background check.