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/

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.