Customer Support Specialist (Pune, India)

Spinai; Pune District; On-site; INR 650,000 - 900,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Health Insurance

Dental Insurance

Vision Insurance

Employee Wellness Program

Great opportunity to work with amazing

Job summary

Spin.AI in Pune, India, seeks a Customer Support Specialist to provide technical support across Google Workspace, Microsoft 365, Slack, Salesforce, and Atlassian products. You will diagnose issues, communicate clearly with customers, and help build knowledge via KBs and FAQs.

Strong Jira/JSM administration and writing skills are needed, with collaboration with engineering to resolve recurring problems. Excellent de-escalation and documentation skills are required.

Qualifications

• Hands-on experience administering Jira and Jira Service Management.
• Understand permission schemes, workflows, automation rules, and admin daily use.
• Experience with technical support or customer-facing roles.
• Strong written communication; explain technical concepts clearly.
• Willing to learn Google Workspace, Microsoft 365, Slack, and Salesforce administration.
• De-escalation skills to keep conversations productive while resolving issues.

Responsibilities

• Provide technical support to customers via email and chat.
• Diagnose, troubleshoot, and resolve issues across Google Workspace, M365, Slack, Salesforce, and Atlassian environments.
• Escalate unresolved issues to internal teams per procedures.
• Provide timely feedback and set realistic resolution expectations.
• Record and close issues in the ticketing system accurately.
• Create knowledge base notes and contribute to FAQ improvements.
• Collaborate with engineering on recurring issues and Atlassian behavior explanations.

Skills

Jira Administration

Jira Service Management

Technical Support

Customer Success

Written Communication

De-Escalation

Education

ACP-120: Atlassian Jira Administrator Cloud

ACP-620: Confluence Administrator Cloud

Atlassian Organization Admin (Cloud)

Tools

Jira

Jira Service Management

Confluence

Google Workspace

Microsoft 365

Salesforce

Job description

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.

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

Spin.AI 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 Spin.AI. Strong candidates are methodical troubleshooters, clear writers, and comfortable de-escalating a tense conversation without losing the thread of the actual technical issue.

• 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 resolution
• Ensure proper recording and closure of all issues in the ticketing system
• Prepare accurate and timely reports on ticket volume, resolution time, and recurring issues
• Document knowledge in the form of knowledge base tech notes and articles
• Participate in improving the product FAQ and knowledge base, particularly as Revyz/Atlassian coverage matures
• Work closely with the engineering team on unresolved or recurring issues, and help translate Jira/Atlassian-specific behavior for teams less familiar with that ecosystem

• Hands-on experience administering Jira and/or Jira Service Management — you understand permission schemes, workflows, automation rules, and how admins actually use the product day to day
• Experience with technical support, customer success, or a similar customer-facing role
• Comfort with knowledge base tools, ticketing systems, and basic escalation workflows
• Strong written communication skills — you can explain a technical concept clearly to a frustrated user without over-simplifying it
• Willingness to build working knowledge of Google Workspace, Microsoft 365, Slack, and Salesforce administration alongside your existing Atlassian expertise
• Skilled at de-escalation — you can keep a tense conversation productive and focused on resolution

• ACP-120: Atlassian Certified Jira Administrator for Cloud — the closest match to this role; covers Jira Cloud configuration, permissions, workflows, and automation
• ACP-620: Atlassian Certified Confluence Administrator for Cloud, or equivalent Confluence admin experience
• Atlassian Certified Organization Administrator (Cloud Organization Admin), for candidates who've worked at the org/Atlassian Access level

• Prior exposure to SaaS backup, recovery, or data protection concepts
• Experience supporting more than one of Google Workspace, Microsoft 365, Slack, or Salesforce in addition to Atlassian
• Experience writing technical documentation or how-to content

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

• Inc. 5000 list for 2026!
• Overall Ranking: #3,309
• Industry Ranking: #107
• Metro Ranking: #114
• State Ranking: #463
• 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.
• 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.

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 [e-mail].