Customer Support Specialist

Spin.AI is a global SaaS security company dedicated to protecting enterprises from ransomware, data loss, and security threats in the cloud. We are looking for a Customer Support Specialist to join our team and help our clients maximize the value of the SpinOne platform across various SaaS ecosystems.

Key responsibilities

• Provide technical support to customers via email and chat, troubleshooting issues across Google Workspace, Microsoft 365, Slack, Salesforce, and Atlassian environments.
• Research, diagnose, and identify effective solutions to resolve customer technical challenges.
• Document knowledge by creating and updating technical notes, articles, and product FAQs.
• Collaborate closely with the engineering team to address recurring issues and translate complex technical behaviors for internal stakeholders.
• Ensure accurate recording and timely closure of all support tickets within our system.

Requirements

• Hands-on experience administering Jira and/or Jira Service Management, including workflows and automation rules.
• Proven experience in a technical support or customer-facing role with a focus on troubleshooting.
• Strong written communication skills with the ability to explain complex technical concepts clearly.
• Skilled at de-escalation and maintaining productive communication during tense situations.
• Willingness to expand technical expertise across multiple SaaS platforms beyond Atlassian.

What we offer

• Unlimited paid time off and paid holidays.
• Comprehensive health, dental, and vision insurance plans.
• Participation in an employee wellness program.
• The opportunity to work in a fast-moving, high-impact cybersecurity company with a collaborative and transparent culture.