Kisi

Product Support Specialist

Kisi

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇭 Philippines

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Job Level

JuniorMid-Level

Tech Stack

CloudDNSFirewallsIoTTCP/IP

About the role

  • 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 adoption—both 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.

Requirements

  • 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
Benefits
  • Flexible work arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingnetworking fundamentalsTCP/IPDNSDHCPVPNsfirewallstechnical writingknowledge-base content
Soft skills
communicationproblem-solvingcross-functional collaborationdata-driven mindsetcustomer successeducational guidancedocumentationprioritizationstakeholder managementissue resolution