Support & Community 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 We're looking for a Support & Community Specialist to join Spin.AI in a hybrid role that spans two teams. You'll spend most of your time as a technical support representative, helping SpinOne customers solve real problems by email and chat. The rest of your time, you'll be the voice of SpinOne in our Reddit community - creating content, running live AMAs, answering questions, and building relationships with the users who rely on us every day, as well as future users. This is a good fit for someone who's equally comfortable troubleshooting an issue and writing a post about it afterward. You'll be one of the most visible people at Spin.AI to our customers, both in their inbox and in the community. Strong candidates are also skilled with deescalation. What You'll Do: Technical Support Provide technical support to customers via email and chat Research, diagnose, troubleshoot, and identify solutions to resolve customer issues Follow standard procedures for escalating unresolved issues to the appropriate internal teams Provide prompt, accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles Participate in improving the product FAQ and knowledge base Work closely with the engineering team on unresolved or recurring issues Community & Content Post to Reddit twice a week with content centered on SpinOne tips and tricks, backup strategy optimization, policy creation, admin workflows, and more - plus Google Workspace, Microsoft 365, Slack, and Salesforce tips Manage comments daily: respond to questions, keep threads constructive, and enforce community guidelines. Invite struggling users to 1:1 calls to ensure they are heard and get the support they need. Host recurring 2-hour AMAs (2-4x / month) on topics like SpinOne product functionality, SpinCRX browser security, and open Q&A - and follow up on unresolved threads afterward Serve as the go-to resource for SpinOne users, building trust and rapport over time What We're Looking For: Expertise in the Atlassian Ecosystem (Jira and Confluence) Experience with technical support, customer success, or a similar customer-facing role Confidence hosting live sessions and thinking on your feet in front of an audience Comfort with knowledge base tools, ticketing systems, and basic escalation workflows Strong written communication skills — you can explain technical concepts clearly to both a frustrated user and a casual community reader Comfort working across two distinct rhythms: reactive support tickets and proactive content/community work Nice to Have: Prior experience running or contributing to an online community (forum, Slack community, subreddit, etc.) Familiarity with SaaS backup and recovery concepts 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] .