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AI Summary
The Product Support Associate will serve as the primary point of contact for customers and resellers, managing support inquiries via email, phone, and live chat. They are responsible for troubleshooting hardware and software issues, onboarding new users, and maintaining comprehensive knowledge-base documentation.
About the role
As a Product Support Associate 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.
- Respond to Inquiries: Field and triage incoming support requests from customers and reseller partners via email, phone, and live chat.
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
- Application: Submit your application through our online form and include a link to your LinkedIn profile.
- CV Screening: Our recruiting team will review your resume to assess your background, skills, and fit for the role.
- 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.
- 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.
- 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.
- 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.
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