Product Support Associate
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Job Description
Product Support Associate supporting Kisi’s cloud-based access-control software and on-premises hardware. Troubleshooting customer issues and guiding users through setup, configuration, and adoption.
Responsibilities:
- Serve as the first point of contact for customers and reseller partners
- Field and triage support requests via email, phone, and live chat
- Diagnose and resolve technical issues across the cloud-based SaaS platform and on-premises hardware
- Guide new users through product setup, configuration, and feature adoption
- Deliver one-on-one guidance, group webinars, and screen-shares
- Write knowledge-base articles, FAQs, and internal runbooks
- Track, prioritize, and manage cases in the ticketing system
- Meet defined service-level targets and keep stakeholders informed
- Surface customer feedback and help prioritize feature requests with Sales, Engineering, and Product teams
Requirements:
- 2+ years of hands-on technical support or customer success experience
- Experience ideally in a SaaS environment integrating with physical hardware
- Proven track record of troubleshooting software and hardware issues
- Solid grasp of networking fundamentals: TCP/IP, DNS, DHCP, VPNs, and firewalls
- Experience with ticketing systems such as Zendesk, Freshdesk, or Salesforce Service Cloud
- Experience with live-chat platforms
- Exceptional written and verbal communication skills
- Ability to explain complex technical concepts in clear, non-technical terms
- Comfortable tracking and analyzing support metrics, including response times, CSAT scores, and ticket volumes
- Ability to work cross-functionally with Sales, Engineering, and Product teams
- Prior experience supporting security, IoT, or access-control hardware is a plus
- Background in technical writing or creating knowledge-base content is a plus
- Link to LinkedIn profile required with application
- Successful background check required after interviews and signed offer
Benefits:
- Freedom to work your way with a strong sense of ownership
- Flat hierarchy
- Opportunity to work closely with co-founders
- Technical test task and interview process
- Background check after successful interviews and signed offer
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