Customer Support Engineer

About Spin.AI

Spin.AI is a SaaS Security company based in Palo Alto, CA and Los Angeles, CA, protecting enterprises against 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 for mission-critical SaaS Apps, such as Google Workspace, Microsoft Office 365, Salesforce, and Slack. SpinOne is the ultimate SaaS data protection platform that delivers the most innovative last line of cyber defense, SaaS data management, and protection for more than 1,500 organizations worldwide. For more information, please visit: https://spin.ai

We are seeking a Customer Support Engineer that excels in meeting customers' expectations, from answering questions on products and services to processing orders. As a Customer Support Engineer you will assist in investigating issues that arise and resolving conflicts from customer complaints to ensure customer satisfaction.

To be successful as a Customer Support Engineer, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Engineer should be able to achieve outstanding customer service and communicate effectively with customers.

• Provide the technical and sales support by email, chat and video conference;
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues;
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
• Provide prompt and 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 the improvement of the product FAQ and knowledge base;
• Close work with the engineering team;
• Assist in customer success.

• Advanced level of English with superior writing skills.
• Experience in providing customer support.
• Proven working experience in enterprise technical support, IT support or as a technical engineer.
• In-depth knowledge in the product that the technician is supporting.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Ability and willingness to explore the platform to provide the rapid and effective support service to our customers.
• Self-motivated team player who has fresh ideas when it comes to user adoption and revenue retention.
• Ability to multi-task and prioritize issues in a fast-paced environment.
• Bachelor’s Degree is a plus.

• Competitive Comp Plan.
• Paid Holidays.
• Premium Health, Dental, Vision and Life insurance 100% covered by the Company.
• Unlimited PTO.
• Employee Wellness Program.
• Great opportunity to work with amazing people and fast-growing company.

• 1,500+ customers worldwide.
• Strong partnership with Google. Spin.AI partners with Google Chrome Enterprise to help organizations manage risk for browser extensions.
• Spin.AI has been named as a Representative Vendor in the 2023 Gartner Market Guide for Backup as a Service.
• Spin.AI has been named a Representative Vendor in the Q2 2023 Forrester “The SaaS Security Posture Management Landscape” report.
• Series A…pre series B.

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.

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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.