Posted 6 days ago
Support & Community Specialist SpinOne
AI Summary
A Support & Community Specialist provides technical support to SpinOne customers via email and chat, and actively contributes to the Reddit community through content creation, AMAs, and engagement.
About this role
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/
About the Role
What You'll Do:
Technical Support
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
Community & Content
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
