Kisi
Security • SaaS • Enterprise
Kisi is a cloud-based access control platform that provides secure and scalable solutions for managing building access. The platform integrates both hardware and software to offer video surveillance, intrusion detection, and visitor management. Kisi serves a variety of industries, including commercial real estate, fitness and wellness, healthcare, local government, media and entertainment, manufacturing, and education. The system allows for seamless integration with security cameras, SSO providers, and industry-specific software. Kisi's offerings are particularly well-suited for enterprises looking to unify their security infrastructure across multiple locations, providing real-time insights and efficient management of space access.
Product Support Specialist
October 28
Kisi
Security • SaaS • Enterprise
Kisi is a cloud-based access control platform that provides secure and scalable solutions for managing building access. The platform integrates both hardware and software to offer video surveillance, intrusion detection, and visitor management. Kisi serves a variety of industries, including commercial real estate, fitness and wellness, healthcare, local government, media and entertainment, manufacturing, and education. The system allows for seamless integration with security cameras, SSO providers, and industry-specific software. Kisi's offerings are particularly well-suited for enterprises looking to unify their security infrastructure across multiple locations, providing real-time insights and efficient management of space access.
📋 Description
• 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
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