Product Support Specialist

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 Role As a Product Support Specialist 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 adoptionboth 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. - Respond to Inquiries: Field and triage incoming support requests from customers and reseller partners via email, phone, and live chat. 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 Your process with us - Application: Submit your application through our online form and include a link to your LinkedIn profile. - CV Screening: Our recruiting team will review your resume to assess your background, skills, and fit for the role. - Technical test task: You'll receive a short, take-home technical assignment designed to simulate the kinds of problems you'll tackle on the job. - Technical interview: Meet one-on-one (via video call) with a member of our support team to walk through your test task, discuss your approach, and dive deeper into your technical experience. - Culture interview: Have a conversation with cross-functional team members to learn more about our values, work style, and company cultureand for us to learn more about what motivates you. - Offer: If it's a mutual fit, we'll extend a formal offer and welcome you to the Kisi team. After successful interviews and the job offer is signed, we will conduct a background check.