The Hub | Product Support Specialist

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Product Support Specialist

Salary Competitive

About Kisi

Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.

A little bit more about our team:

We value being forward, human, trusted, and responsible. As a team, we make a tangible and lasting impact on the real world.
Our product (Reader Pro) is an award-winning access control solution. We are a design focused company and recently won the coveted GOOD DESIGN award.
Our customers and users come first - We are rated 4.9 in the App Store and 4.8 on Capterra.
Our team is unique (and a bit quirky) and diverse. We hail from 25 nationalities (& counting!) and look forward to our annual global meetup to bring the whole team together.

We are building a supportive and flexible working environment by offering health & retirement benefits (location based), generous vacation time and daily challenges and growth.

About the Role:

We are looking to strengthen our support team with a Product Support Specialist working remotely within Europe 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.

We are open to either a mid (Specialist) or senior (Senior Specialist) candidate and the level/title offered will be evaluated based on your experience and background.

Note: For a senior position we are looking for individuals with practical experience in physical access control and low voltage wiring including work with IoT devices, smart home/business, or locksmithing.

Responsibilities:

Support Kisi partners, administrators, and end-users as they integrate with, 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
Advise internal and external customers on physical access control best practices, providing pre/post-sales consultation and support.
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

Requirements:

Demonstrable technical expertise, and ability to master new concepts quickly
Practical experience in physical access control and low voltage wiring
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

Perks and benefits

This job comes with several perks and benefits

Flexible working hours

Near public transit

Social gatherings

Free office snacks

Free lunch

Wellness

See all 14 benefits

Working at
Kisi Inc.

See company profile

Access every thing. Kisi is one of the major disruptive players in the access control industry, bringing a fully cloud based approach to managing and monitoring physical security for offices and many more highly frequented spaces. We envision a world in which access is fully digitized, easy to manage, and not constrained by keys, cards, fobs or transponders. We offer state of the art apps that make sharing as convenient as entering an email address. We re-built door security from the ground up, and want you to share our passion for taking access control to the 21st century. We’re fun to work with, believers in mobile and IoT, and located in the US, Sweden, and some more places around the world!The product is ready for scale and it is a greenfield opportunity to disrupt a 20 year old facility driven market with an IT centered 10x better product. We have our annual Kisi Kamp with the whole team, as well as team lunches and events! Customers are typically office buildings, gyms, gated communities, and smaller municipalities with shared spaces, and our biggest markets are the US and Canada. The Kisi team works from 15 countries and represents 30 different nationalities. We boast a New York HQ, a Stockholm office, and a global remote team spanning America, Europe, Africa, and Asia. We're purpose-driven and lean on Kisi's mission, vision, and values. Our people connect over our weekly lunches, annual meetups, and inspiring team events. 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 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.