Product Support Engineer — SaaS & Hardware

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

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