Customer Support Specialist

Spin.AI is a global SaaS security company based in Palo Alto, CA, protecting enterprises from SaaS ransomware, Shadow IT, non-compliance, data loss, and data leak disasters in the cloud.

SpinOne is an all-in-one SaaS data protection platform built for mission-critical applications such as Google Workspace, Microsoft 365, Salesforce, Slack, and Atlassian. We deliver the most innovative last line of cyber defense, along with SaaS data management and protection, for more than 1,500 organizations worldwide. Learn more at https://spin.ai/

Spin.AI is looking for a Customer Support Specialist to help our customers get the most out of the SpinOne platform. You'll provide technical support by email and chat across the full breadth of what SpinOne protects: Google Workspace, Microsoft 365, Slack, Salesforce, and — following our acquisition of Revyz — Atlassian's Jira and Confluence.
We're especially interested in candidates coming from a Jira Service Management or Jira administration background. You already know how to run a queue, write a clear KB article, and keep a frustrated user calm while you work the problem. This role gives you the chance to bring that instinct to a security and data protection product, and to broaden it across four more SaaS ecosystems that a huge number of businesses run on every day.
You'll be one of the most direct lines our customers have to Spin.AI. Strong candidates are methodical troubleshooters, clear writers, and comfortable de-escalating a tense conversation without losing the thread of the actual technical issue.

Provide technical support to customers via email and chat

Research, diagnose, troubleshoot, and identify solutions to resolve customer issues spanning Google Workspace, Microsoft 365, Slack, Salesforce, and Atlassian (Jira, Confluence) environments

Follow standard procedures for escalating unresolved issues to the appropriate internal teams

Provide prompt, accurate feedback to customers and set realistic expectations on resolution

Ensure proper recording and closure of all issues in the ticketing system

Prepare accurate and timely reports on ticket volume, resolution time, and recurring issues

Document knowledge in the form of knowledge base tech notes and articles

Participate in improving the product FAQ and knowledge base, particularly as Revyz/Atlassian coverage matures

Work closely with the engineering team on unresolved or recurring issues, and help translate Jira/Atlassian-specific behavior for teams less familiar with that ecosystem

Unlimited PTO

Paid Holidays

Health Insurance

Dental Insurance

Vision Insurance

Employee Wellness Program

Great opportunity to work with amazing people

This is an incredible opportunity to join a fast-paced team with high growth potential to become a new unicorn or decacorn within the next few years.

Dream team of highly motivated and talented people, ambitious goals and challenges that require high analytical, management and communication skills.

 

Spin.AI is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact our HR Manager, Shushan Akopian via shushan@spin.ai.