Product Support Specialist

2 days ago

Remote Philippines Kisi Full time ₱30,000 - ₱60,000 per year
About the role

As a Product Support Specialist 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.
  • Respond to Inquiries: Field and triage incoming support requests from customers and reseller partners via email, phone, and live chat.

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
  1. Application: Submit your application through our online form and include a link to your LinkedIn profile.
  2. CV Screening: Our recruiting team will review your resume to assess your background, skills, and fit for the role.
  3. 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.
  4. 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.
  5. 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.
  6. 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.

  • Customer Support Specialist I Philippines

    4 days ago

    Philippines Peak Support Full time ₱150,000 - ₱250,000 per year

    :Our client is an early-stage SaaS company serving the content creator and food blogger ecosystem. Their marketing automation platform helps food bloggers streamline their audience engagement, including Instagram DM automation and other creator-focused tools. They are passionate about empowering creators to grow their businesses, and they are looking for a...

  • Product Specialist

    2 days ago

    Remote, Philippines Thumbtack Full time $30,000 - $60,000 per year

    Thumbtack helps millions of people confidently care for their homes.Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements....

  • Compliance Product Specialist

    2 days ago

    Remote (Philippines) Secret Full time ₱1,200,000 - ₱2,000,000 per year

    Position Overview Position Overview The Compliance Product Team serves as the innovation and infrastructure arm of the Compliance Department. This team is responsible for designing, developing, and optimizing scalable, compliant systems, tools, and workflows that ensure regulatory alignment while enabling operational efficiency across all business lines.By...

  • Product Support Specialist

    4 weeks ago

    , Metro Manila, Philippines TALENTMATE Full time

    Job Description As a Product Support Specialist, you will play a crucial role in ensuring customer satisfaction and success. You will be responsible for providing exceptional support to our customers as they navigate through our products and services. You will act as a liaison between our customers and internal teams, identifying and resolving any issues...

  • Remote Hotel Support Specialist

    2 days ago

    Philippines - Remote Kasa Full time $60,000 - $80,000 per year

    About KasaKasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to...

  • Product Support Specialist

    3 weeks ago

    , Metro Manila, Philippines TALENTMATE Full time

    Product Support Specialist - Product Management As a Shopee Product Support Analyst / Associate, you will play a crucial role in ensuring the smooth operation of the Shopee platform by providing assistance to external users and business teams, investigating product-related issues, and offering timely solutions. Your deep understanding of the platforms...

  • Customer Support Chat Specialist: M

    4 days ago

    Remote, Philippines Givebutter Full time ₱33,000 - ₱36,000 per year

    Company DescriptionGivebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use...

  • Curriculum Content Support Specialist

    4 days ago

    Philippines - Remote Career Team Enterprises Full time ₱1,500,000 - ₱3,000,000 per year

    We're seeking a highly detail-oriented, creative, and thoughtful Curriculum Content Support Specialist to work closely with the Director of Education & Training on a large-scale curriculum revamp project. This role focuses on supporting content development across multiple formats—student content, instructor ancillaries, and presentation assets.You will act...

  • Talent Acquisition Specialist

    4 days ago

    Philippines Peak Support Full time ₱250,000 - ₱500,000 per year

    :Our mission is to empower our team to innovate and deliver beyond expectations. We are seeking a Talent Acquisition Specialist (Project-based) who embodies Peak Support's core values and shares our deep commitment to our clients and team members. If you are driven by a passion for excellence and want to be part of a dynamic, client-focused team, we would...

  • Design Specialist

    4 days ago

    Remote, Philippines Konstant Kreative Full time ₱250,000 - ₱500,000 per year

    About the RoleWe're looking for a versatile and detail-oriented Design Specialist to join our creative team. This role focuses heavily on web design, email design, and digital brand execution.You'll work closely with creative and client accounts to bring concepts to life through polished, conversion-focused design. This role is ideal for someone who is...