Customer Support Specialist

About 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 About the Role is looking for a Customer Support Specialist to help our customers get the most out of the SpinOne platform. You'll provide technical support by email and chat across the full breadth of what SpinOne protects: Google Workspace, Microsoft 365, Slack, Salesforce, and — following our acquisition of Revyz — Atlassian's Jira and Confluence. We're especially interested in candidates coming from a Jira Service Management or Jira administration background. You already know how to run a queue, write a clear KB article, and keep a frustrated user calm while you work the problem. This role gives you the chance to bring that instinct to a security and data protection product, and to broaden it across four more SaaS ecosystems that a huge number of businesses run on every day. You'll be one of the most direct lines our customers have to . Strong candidates are methodical troubleshooters, clear writers, and comfortable de-escalating a tense conversation without losing the thread of the actual technical issue. 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 resol