Customer Support Specialist

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Spin.AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Spin. AI is a comprehensive cybersecurity company specializing in safeguarding SaaS (Software as a Service) applications. Their flagship product, SpinOne, offers an all-in-one SaaS security platform that provides features such as SaaS Security Posture Management (SSPM), ransomware detection and response, data leak prevention, and backup and disaster recovery. They cater to a wide array of industries including automotive, education, healthcare, and media, providing tailored SaaS security solutions. With advanced AI algorithms, Spin. AI assesses the risk associated with browser extensions and offers visibility, control, and protection over SaaS applications such as Google Workspace, Microsoft 365, Salesforce, and Slack. Recommended by industry leaders, Spin. AI enhances cyber resilience and has earned accolades for their innovative security solutions.

📋 Description

• Provide technical support to customers via email and chat • Research, diagnose, troubleshoot, and identify solutions for customer issues across Google Workspace, Microsoft 365, Slack, Salesforce, Jira, and Confluence environments • Escalate unresolved issues to appropriate internal teams • Provide prompt, accurate customer feedback and set realistic resolution expectations • Record and close issues in the ticketing system • Prepare reports on ticket volume, resolution time, and recurring issues • Document knowledge through technical notes and knowledge base articles • Improve the product FAQ and knowledge base, particularly for Revyz/Atlassian coverage • Collaborate with engineering on unresolved or recurring issues • Translate Jira/Atlassian-specific behavior for teams less familiar with that ecosystem

🎯 Requirements

• Hands-on experience administering Jira and/or Jira Service Management, including permission schemes, workflows, and automation rules • Experience in technical support, customer success, or a similar customer-facing role • Familiarity with knowledge base tools, ticketing systems, and basic escalation workflows • Strong written communication skills for explaining technical concepts clearly • Willingness to build working knowledge of Google Workspace, Microsoft 365, Slack, and Salesforce administration • Skilled at de-escalating tense customer conversations • Prior exposure to SaaS backup, recovery, or data protection concepts is nice to have • Experience supporting Google Workspace, Microsoft 365, Slack, or Salesforce in addition to Atlassian is nice to have • Experience writing technical documentation or how-to content is nice to have • ACP-120, ACP-620, Atlassian Certified Organization Administrator, or equivalent experience are optional application-strengthening credentials

🏖️ Benefits

• Unlimited PTO • Paid Holidays • Health Insurance • Dental Insurance • Vision Insurance • Employee Wellness Program • Great opportunity to work with amazing people • Remote flexibility • Growth opportunities • Performance-based rewards