Product Support Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the initial point of contact for customers and reseller partners.

• Manage and prioritize incoming support inquiries through email, phone, and live chat.

• Identify and resolve technical issues related to the cloud-based SaaS platform and on-premises hardware.

• Assist new users in product setup, configuration, and feature utilization.

• Provide individualized support, conduct group webinars, and perform screen-sharing sessions.

• Create knowledge-base articles, FAQs, and internal documentation.

• Monitor, prioritize, and manage support cases within the ticketing system.

• Achieve specified service-level targets while keeping stakeholders updated.

• Gather customer feedback and collaborate with Sales, Engineering, and Product teams to prioritize feature requests.

⛳️ Requirements

• A minimum of 2 years of hands-on experience in technical support or customer success.

• Preferably, experience in a SaaS environment that interacts with physical hardware.

• Demonstrated success in troubleshooting both software and hardware problems.

• Strong understanding of networking principles (TCP/IP, DNS, DHCP, VPNs, firewalls).

• Familiarity with ticketing systems such as Zendesk, Freshdesk, or Salesforce Service Cloud.

• Experience with live chat support platforms.

• Outstanding written and verbal communication skills.

• Capability to articulate complex technical concepts in simple, non-technical language.

• Proficient in tracking and analyzing support metrics, including response times, CSAT scores, and ticket volumes.

• Ability to collaborate effectively across Sales, Engineering, and Product teams.

• Previous experience in supporting security, IoT, or access-control hardware is a plus.

• Experience in technical writing or producing knowledge-base content is advantageous.

• Please include a link to your LinkedIn profile within your application.

• Candidates must successfully pass a background check.

🏝️ Benefits

• A flat organizational structure with close cooperation alongside co-founders.

• Flexibility to work in your preferred style.

• Strong sense of ownership over your work.

• A dynamic, creative, and innovative team environment.