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Product Support Specialist

  • Bogotá, Cundinamarca, Colombia
  • Mexico City, Puebla, Mexico
  • São Paulo, São Paulo, Brazil
  • San Pedro Sula, Cortés, Honduras
+3 more

Job description

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. Curious about how Kisi works? Check out this short product demo.

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 Specialist working remotely in LATAM in a Pacific timezone 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 specialist 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

Job requirements

Your qualifications:

  • Demonstrable technical expertise, and ability to master new concepts quickly

  • Proven experience in technical support, 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

Nice to have:

  • Experience with API

  • Network experience

  • Low-voltage or electronics experience

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.

Learn more about who we are, and our Values. 

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. Sweden: minimum 25 days PTO. USA and Remote: 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 > Technical Interview > Culture Interview > Offer

After successful interviews and the job offer is signed, we will conduct a background check.