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
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 - 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.
Skills Required
- Expertise in the Atlassian Ecosystem (Jira and Confluence)
- Experience with technical support, customer success, or similar customer-facing role
- Skilled with deescalation and handling frustrated customers
- Confidence hosting live sessions and thinking on your feet
- Comfort with knowledge base tools, ticketing systems, and escalation workflows
- Strong written communication skills to explain technical concepts clearly
- Comfort working across reactive support and proactive community/content work
- Prior experience running or contributing to an online community (forum, Slack, subreddit, etc.)
- Familiarity with SaaS backup and recovery concepts
- Experience writing technical documentation or how-to content
What We Do
SpinOne by Spin Technology is a SaaS data security management platform designed to monitor, secure, and back up your G Suite, Microsoft 365 and Salesforce data, protect against ransomware, improve compliance, and reduce IT costs. SaaS Backup Backup your Google Workspace, Microsoft Office365, or Salesforce data. Restore any damaged assets in a matter of seconds. Risk Assessment and Access Management Streamline risk assessment and access management of OAuth apps and browser extensions through security policies. Ransomware Protection Reduce downtime to 2 hours from a cloud ransomware attack. Save up to 90% of your recovery costs. SaaS Data Leak Protection Automated SaaS DLP control features and instant security alerts. Multiple Cloud Storage Options Store your data in AWS, GCP or Azure, in multiple storage regions around the world to meet local compliance regulations.
