Product Support Associate

Who we are
We are Kisi, a physical security technology company that accelerates a world where the right people can share physical resources at any time. Founded in 2012, Kisi operates from a headquarter in Brooklyn (USA), an office in Stockholm (Sweden), and a remote team across the globe.
What we do
We bring simple and secure physical security to people and organizations anywhere. Our award-winning hardware and compliance-certified software form the core of our physical security platform that helps businesses around the world connect and control their spaces through the cloud. With our seamless access experience and real-time data and analytics we help make spaces available to the right people at any time. But don’t just take our word for it: explore our award-winning Reader Pro, which recently won the coveted GOOD DESIGN award as well as the prestigious iF Design Award.
How and why we do it
At Kisi, you will have the freedom to do your work in the way you work best. There’s a flat hierarchy (work alongside our co-founders Carl, Max, and Bernie!), a strong sense of ownership, and the freedom to get creative. We also try to limit meetings as much as possible so that you can have dedicated focus time. Our mission is clear: ensure ease of facility access and remote space management, providing access systems to create a secure future where spaces are connected and accessible without boundaries.
Your role
We are looking to strengthen our support team with a Product Support Associate working remotely in the APAC region who pays attention to detail, is process focused, and knows how to convert something previously unknown into a common practice. Your main tasks will be to handle support cases, convert new support insights into standardized knowledge, and provide insights into how to improve the products in a structured format. For this associate position we are seeking individuals with aptitude for technology and customer support, and not necessarily significant previous work experience. We are a small, growing team, and expect you to grow with us.
Your responsibilities
Support Kisi partners, administrators, and end-users as they install and operate our products
Be an expert in the product to evangelize correct use of features and troubleshoot advanced software functions as well as test software integrations
Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site
Escalate issues to secondary teams when appropriate, and take steps to ensure such issues can be addressed expeditiously in the future.
Contribute to continuous improvement activities such as knowledge content production, quality assurance, and product feedback sessions
Pursue knowledge of physical access control and site security best practices
Complete all responsibilities securely while having privileged access to various systems
Your qualifications
Demonstrable technical expertise, and ability to master new concepts quickly
Proven experience in technical support and client facing contact
Intellectual curiosity and strong analytical skills
High level of quality standard and attention to detail
Great interpersonal and communication skills
Willingness to learn by doing, and not afraid to ask questions
Availability to work a schedule including one weekend day
What you can expect
Impact. It’s all about making a positive impact on people’s everyday lives. At Kisi, you are expected to make meaningful contributions to shape the future of physical security.
Excellence. We strive for excellence and best-in-class experiences in everything we do. We are innovative and obsessed with the details that matter.
Culture. Our culture is not a written manifest, but the result of all of us. We place great emphasis on building a company that is open, welcoming, challenging, and fun.
Ownership. We don’t believe in micro-management, but we do believe in setting and getting goals. At Kisi, you will own goals, and have freedom under responsibility.
Diversity. We are American, Argentinian, Brazilian, Danish, English, Ethiopian, German, Indian, Nigerian, Swedish, and more.
Your benefits
Team offsites. The Kisi Krew meets up from time to time in person in new exciting locations.
Equipment. You will be set up with all the necessary equipment needed to do your job to the best of your ability.
Vacation days. Minimum 20 days PTO.
Healthcare and pension. USA: health coverage, 401k. Sweden: health coverage, life insurance, pension plan. Remote: build your own package.
Grow with us. We are here to support you in your growth whether you want to become a manager, learn a new skill, or move into a new role.
Referral program. You will get $2.500 for each successful hire we make from your referrals.
What’s not to like? Send in your application, free up your calendar, and let’s talk!
Your process with us
Application > CV screening > Intro call (let’s get to know each other!) > Recruitment task > Meet your future colleagues > Meet a Founder > Offer > Background check