Product Support Associate

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

📋 Description

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

• Manage and categorize support requests through email, phone, and live chat.

• Identify and resolve technical challenges across 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 facilitate screen-sharing sessions.

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

• Monitor, prioritize, and oversee cases within the ticketing system.

• Achieve established service-level objectives and keep stakeholders updated.

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

⛳️ Requirements

• Over 2 years of direct technical support or customer success experience.

• Ideally experienced in a SaaS environment that integrates with physical hardware.

• Demonstrated ability to troubleshoot software and hardware problems effectively.

• Strong understanding of networking principles: TCP/IP, DNS, DHCP, VPNs, and firewalls.

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

• Experience using live-chat platforms.

• Excellent written and verbal communication abilities.

• Capable of articulating 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 across teams with Sales, Engineering, and Product departments.

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

• Experience in technical writing or knowledge-base content creation is a plus.

• A link to your LinkedIn profile is required with your application.

• A successful background check is necessary after interviews and upon signing the offer.

🏝️ Benefits

• Flexibility to work in your own style with a strong sense of ownership.

• Flat organizational structure.

• Opportunity to collaborate closely with co-founders.

• Engaging technical test task and interview process.

• Background check conducted following successful interviews and signed offer.