Support & Community Specialist

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🔥 25 minutes ago

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Spin.AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

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 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 • Post to Reddit twice a week with content centered on SpinOne tips and tricks, backup strategy optimization, policy creation, admin workflows, and more • 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

🎯 Requirements

• 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

🏖️ Benefits

• Unlimited PTO • Paid Holidays • Health Insurance • Dental Insurance • Vision Insurance • Employee Wellness Program • Great opportunity to work with amazing people