Support & Community Specialist
TLDR
Own dual-track support and community content, resolving customer issues by email/chat while engaging a Reddit audience with tips and live AMAs.
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
Expertise in the Atlassian Ecosystem (Jira and Confluence Required)
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
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
Why join Spin.AI?
This is an incredible opportunity to join a fast-paced team with high growth potential to become a new unicorn or decacorn within the next few years.
Dream team of highly motivated and talented people, ambitious goals and challenges that require high analytical, management and communication skills.
EEO Statement
Equal Opportunity Employer
Spin.AI is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO is the Law poster and its supplement.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact our HR Manager, Shushan Akopian via shushan@spin.ai.
Benefits
Health Insurance
growth opportunities
performance-based rewards
Paid Time Off
Paid Holidays
Remote-Friendly
Remote flexibility
Wellness Stipend
Employee Wellness Program
Spin.AI is a SaaS cybersecurity company that provides comprehensive protection for mission-critical data across platforms like Google Workspace, Microsoft 365, Salesforce, and Slack. Our flagship product, SpinOne, integrates security posture management, ransomware protection, and data backup into a unified solution, empowering enterprises to safeguard their cloud environments effectively.