Product Support Associate

kisi-jobs; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

Kisi is seeking a Product Support Associate in the Philippines to be the first point of contact for customers and reseller partners. You’ll apply your technical aptitude, communicate clearly, and ensure users get maximum value from our SaaS-plus-hardware security solutions.

Responsibilities include triaging inquiries, end-to-end troubleshooting, onboarding, creating knowledge-base content, and maintaining SLAs. A strong cross-functional mindset and data-driven approach are essential for success.

Qualifications

• 2+ years of hands-on technical support or customer success in SaaS with hardware integration.
• Proven ability to troubleshoot both software and hardware issues.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience with ticketing and live-chat platforms; strong written and verbal communication.
• Data-driven mindset to track response times, CSAT, and ticket volumes for improvements.
• Collaborates effectively with Sales, Engineering, and Product teams.

Responsibilities

• Respond to inquiries from customers and reseller partners via email, phone, and live chat.
• Troubleshoot end-to-end across cloud SaaS and on-prem hardware components.
• Onboard and educate users through setup, configuration, and webinars or screen-shares.
• Document solutions with knowledge-base articles, FAQs, and runbooks.
• Maintain SLAs by tracking, prioritizing, and managing cases in the ticketing system.

Skills

Technical Support

SaaS & Hardware

Networking basics

Written & verbal comms

Data-driven mindset

Cross-functional

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

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!

About the rol e

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.

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