产品支持专员
Product Support Associate
关于 Kisi
我们是 Kisi，一家物理安全技术公司，正在革新企业访问和保护空间的方式。
自 2012 年成立以来，我们总部位于布鲁克林，斯德哥尔摩设有办公室，团队遍布全球。我们打造创新、获奖的硬件和符合合规标准的软件，实现办公场所、设施和建筑的无缝云端访问。我们的使命是确保便捷的访问和远程空间管理，推动一个空间安全连接、无边界访问的未来。
在 Kisi，你将加入一个富有创造力和创新精神的团队，采用扁平化管理结构，与联合创始人紧密合作，并拥有强大的主人翁意识，以自己的方式开展工作。
如果你对前沿技术充满热情，希望加入一个不断让世界更安全、更易访问的动态团队，我们期待你的加入！
职位简介
作为 Kisi 的产品支持专员，你将是客户和经销商合作伙伴在遇到问题、需要指导或有疑问时的第一联系人。你将利用自己的技术能力、出色的沟通技巧和以客户为中心的思维，提供世界级的支持，确保用户充分使用我们的产品。
你将负责的工作
- 回应咨询：通过电子邮件、电话和在线聊天处理并分类客户的和支持商的求助请求。
- 全流程排查：诊断并解决涉及我们基于云的 SaaS 平台和本地硬件组件的技术问题。
- 上线与培训：一对一或通过小组网络研讨会或屏幕共享，引导新用户完成产品设置、配置和功能使用。
- 记录解决方案：撰写清晰的分步知识库文章、常见问题解答和内部操作手册，提升自助服务能力并加快问题解决速度。
- 维护 SLA：在工单系统中跟踪、优先处理并管理案件，满足既定的服务水平目标，并保持相关方的知情状态。
任职要求
- 2 年以上技术客服或客户成功经验，最好是在集成物理硬件的 SaaS 环境中
- 在解决软件和硬件问题方面有成功记录
- 熟悉网络基础知识（TCP/IP、DNS、DHCP、VPN、防火墙）
- 有工单系统（如 Zendesk、Freshdesk、Salesforce Service Cloud）和在线聊天平台的使用经验
查看英文原文
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 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
- 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.
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 culture—and 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.
Originally posted on Himalayas