Product Support Specialist - SaaS + Hardware

Kisi; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Kisi is seeking a Product Support Associate to be the first point of contact for our customers and reseller partners, delivering world-class support for our SaaS-plus-hardware security solutions. You’ll troubleshoot end-to-end, onboard and educate users, document solutions, and maintain SLAs while collaborating with Sales, Engineering, and Product teams.

You will triage requests via email, phone, and live chat, diagnose issues across cloud and on-prem hardware, and help customers adopt features

Qualifications

• 2+ years of hands-on technical support or customer success experience in a SaaS environment with hardware.
• Proven ability to troubleshoot both software and hardware issues.
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience with ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud) and live-chat platforms.
• Exceptional written and verbal communication, with the ability to explain complex technical concepts clearly.
• Data-driven mindset: tracking support metrics to identify trends and drive improvements.
• Enjoys working cross-functionally with Sales, Engineering, and Product teams to surface customer feedback and prioritize feature requests.

Responsibilities

• Respond to inquiries via email, phone, and live chat for customers and reseller partners.
• Troubleshoot end-to-end issues spanning our cloud-based SaaS platform and on-premises hardware components.
• Onboard and educate new users through product setup, configuration, and feature adoption—via one-on-one sessions or group webinars.
• Document solutions with clear knowledge-base articles, FAQs, and internal runbooks to empower self-service.
• Maintain SLAs by tracking and prioritizing cases in the ticketing system.

Skills

Technical support

Customer success

Troubleshooting

Communication

Cross-functional collaboration

Data analysis

Software/hardware integration

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Kisi is seeking a Product Support Associate to be the first point of contact for our customers and reseller partners, delivering world-class support for our SaaS-plus-hardware security solutions. You’ll troubleshoot end-to-end, onboard and educate users, document solutions, and maintain SLAs while collaborating with Sales, Engineering, and Product teams.

You will triage requests via email, phone, and live chat, diagnose issues across cloud and on-prem hardware, and help customers adopt features