Customer Support Specialist

About Spin.AI 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/ About the Role 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. What You'll Do: 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 What We're Looking For: Hands-on experience administering Jira and/or Jira Service Management — you understand permission schemes, workflows, automation rules, and how admins actually use the product day to day Experience with technical support, customer success, or a similar customer-facing role Comfort with knowledge base tools, ticketing systems, and basic escalation workflows Strong written communication skills — you can explain a technical concept clearly to a frustrated user without over-simplifying it Willingness to build working knowledge of Google Workspace, Microsoft 365, Slack, and Salesforce administration alongside your existing Atlassian expertise Skilled at de-escalation — you can keep a tense conversation productive and focused on resolution Certifications That Strengthen Your Application: You don't need to hold all — or any — of these to apply, but the following credentials map closely to the work and are a strong signal of fit: ACP-120: Atlassian Certified Jira Administrator for Cloud — the closest match to this role; covers Jira Cloud configuration, permissions, workflows, and automation ACP-620: Atlassian Certified Confluence Administrator for Cloud, or equivalent Confluence admin experience Atlassian Certified Organization Administrator (Cloud Organization Admin), for candidates who've worked at the org/Atlassian Access level Nice to Have: Prior exposure to SaaS backup, recovery, or data protection concepts Experience supporting more than one of Google Workspace, Microsoft 365, Slack, or Salesforce in addition to Atlassian Experience writing technical documentation or how-to content Benefits: Unlimited PTO Paid Holidays Health Insurance Dental Insurance Vision Insurance Employee Wellness Program Great opportunity to work with amazing people Why Spin.AI? Forbes Named Spin.AI One of America's Best Startup Employers THREE Years in a Row (2024- 2026) Work in a fast-moving, high-impact cybersecurity company recognized by Gartner, Forrester, and G2 . Collaborative, transparent culture – your ideas and experiments matter. Direct impact: your work translates into real business growth and visibility. Remote flexibility, growth opportunities, and performance-based rewards. Why join Spin.AI? 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. EEO Statement Equal Opportunity Employer 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 . Disability Accommodation 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 [email protected] .