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 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