Technical Support Specialist, SaaS & Hardware

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

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.