Support & Community Specialist SpinOne

About Spin.

AI

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.

Spin One 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 (Use the "Apply for this Job" box below)./

We're looking for a Support & Community Specialist to join Spin.

AI in a hybrid role that spans two teams. You'll spend most of your time as a technical support representative, helping Spin One customers solve real problems by email and chat. The rest of your time, you'll be the voice of Spin One in our Reddit community—creating content, running live AMAs, answering questions, and building relationships with the users who rely on us every day, as well as future users.

This is a good fit for someone who's equally comfortable troubleshooting an issue and writing a post about it afterward. You'll be one of the most visible people  to our customers, both in their inbox and in the community. Strong candidates are also skilled with deescalation.

• 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 Spin One tips and tricks, backup strategy optimization, policy creation, admin workflows, and more—including 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 Spin One product functionality, SpinCRX browser security, and open Q&A—and follow up on unresolved threads afterward
• Serve as the go‑to resource for Spin One users, building trust and rapport over time

• 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

• 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

• Unlimited PTO
• Paid Holidays
• Health Insurance
• Dental Insurance
• Vision Insurance
• Employee Wellness Program
• Great opportunity to work with amazing people

• 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.

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.

This is an…