Product Support Associate
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 rol e
As a Product Support Associate 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
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Respond to Inquiries: Field and triage incoming support requests from customers and reseller partners via email, phone, and live chat.
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Troubleshoot End-to-End: Diagnose and resolve technical issues spanning both our cloud-based SaaS platform and on-premises hardware components.
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Onboard & Educate: Guide new users through product setup, configuration, and feature adoption—both one-on-one and through group webinars or screen-shares.
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Document Solutions: Write clear, step-by-step knowledge-base articles, FAQs, and internal runbooks that empower self-service and accelerate issue resolution.
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Maintain SLAs: Track, prioritize, and manage cases in our ticketing system to meet defined service-level targets and keep stakeholders informed.
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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
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Application : Submit your application through our online form and include a link to your LinkedIn profile.
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CV Screening : Our recruiting team will review your resume to assess your background, skills, and fit for the role.
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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.
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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.
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Culture interview : Have a conversation with cross-functional team members to learn more about our values, work style, and company culture—a