Product Support Associate

Jobless; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Kisi is seeking a Product Support Associate to be the first point of contact for customers and resellers, addressing questions, issues, and guidance on our SaaS-plus-hardware security solutions. You’ll apply your technical aptitude and strong communication to deliver world-class support and maximize product value.

You will triage, diagnose, and resolve software and hardware issues, onboard users, create self-serve documentation, and ensure Service Level Agreements are met while collaborating

Qualifications

• 2+ years of hands-on technical support or customer success in SaaS with hardware.
• Ability to troubleshoot both software and hardware issues, and explain technical concepts clearly.
• Strong understanding of networking basics (TCP/IP, DNS, DHCP, VPNs, firewalls).

Responsibilities

• Respond to inquiries via email, phone, and live chat from customers and resellers.
• Diagnose and resolve issues spanning SaaS platform and on-premises hardware.
• Onboard new users and educate them through setup, configuration, and webinars.
• Document solutions in knowledge bases and runbooks to enable self-service.
• Maintain SLAs by tracking and prioritizing cases in the ticketing system.

Skills

Hands-on technical support

Customer success experience

Networking fundamentals

Ticketing systems experience

Clear written and verbal communication

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

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

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

About Kisi

We are Kisi, a physical security tech company revolutionizing how businesses access and secure their spaces.

Founded in 2012, with headquarters in Brooklyn, an office in Stockholm, and a global team, we create innovative, award‑winning hardware and compliance‑certified software that enable seamless, cloud‑based access to offices, facilities, and buildings. Our mission is to ensure ease of access and remote space management, fostering a future where spaces are securely connected and accessible without boundaries.

At Kisi, you’ll join a creative and innovative team with a flat hierarchy, work closely with our co‑founders, and enjoy the freedom to work your way with a strong sense of ownership.

If you’re passionate about cutting‑edge technology and want to be part of a dynamic team that’s making the world more secure and accessible, we want to hear from you!