Product Support Specialist
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✨ What you’ll be working on
Kisi is hiring a Remote Product Support Specialist to support customers using their cloud-based SaaS platform and physical security hardware. This role is ideal for candidates with technical support, networking knowledge, and experience troubleshooting software and hardware in a remote environment.
🚀 About Kisi
Kisi is a physical security technology company transforming how businesses secure and access their spaces. Founded in 2012, with headquarters in Brooklyn and offices in Stockholm, Kisi builds award-winning hardware and cloud-based security software used by teams worldwide.
Kisi’s platform enables seamless, secure, and remote management of offices, facilities, and buildings. With a global team and a flat hierarchy, you’ll work closely with founders, take ownership of your work, and enjoy true flexibility in how you work.
💼 About the Role
Kisi is hiring a Remote Product Support Specialist to be the first point of contact for customers and reseller partners using their SaaS and hardware security solutions.
This role is perfect for someone with technical support experience, strong troubleshooting skills, and a customer-first mindset who enjoys solving both software and hardware issues in a fast-paced environment.
🛠️ What You’ll Do
- Respond to customer and partner support requests via email, phone, and live chat
- Troubleshoot issues across cloud SaaS platform and on-site hardware devices
- Guide new users through setup, configuration, and onboarding
- Conduct screen shares, walkthroughs, and webinars
- Create knowledge base articles, FAQs, and internal documentation
- Manage tickets and meet SLA targets using helpdesk tools
- Work closely with Engineering, Product, and Sales teams to improve customer experience
- Track support metrics like CSAT, response time, and ticket trends
✅ Required Qualifications
- 2+ years experience in Technical Support, Product Support, or Customer Success
- Experience supporting SaaS products integrated with hardware
- Strong troubleshooting skills for software and hardware issues
- Knowledge of networking basics: TCP/IP, DNS, DHCP, VPN, Firewalls
- Experience with ticketing tools like Zendesk, Freshdesk, or Salesforce Service Cloud
- Excellent communication skills with the ability to explain technical issues simply
- Comfortable working with data, metrics, and performance tracking
- Ability to collaborate with cross-functional remote teams
⭐ Nice to Have
- Experience with security systems, IoT devices, or access control hardware
- Technical writing or knowledge base documentation experience
🧭 Hiring Process
- Online application with LinkedIn profile
- Resume screening
- Take-home technical task
- Technical video interview
- Culture fit interview
- Offer and background verification
🌍 Why This Remote Role is Great
- Work from anywhere
- Exposure to cutting-edge security tech and IoT
- Ownership, autonomy, and flat team structure
- Global team and collaborative culture
- Real impact on how companies secure their spaces
Keywords: Remote Technical Support Jobs, Remote SaaS Support, Product Support Specialist Remote, Hardware Troubleshooting Jobs, Networking Support Jobs, Zendesk Support Remote, IoT Support Jobs