Customer Support Specialist

About reputed company reputed company is a global reputed company reputed company company based in Palo reputed company, CA, protecting enterprises from reputed company ransomware, reputed company IT, non-compliance, data loss, and data leak disasters in the reputed company. SpinOne is an reputed company-in-one reputed company data protection platform reputed company for mission-critical applications such as reputed company Workspace, reputed company 365, reputed company, reputed company, and reputed company. We reputed company the most innovative last line of cyber defense, along with reputed company data management and protection, for more than 1,500 organizations worldwide. Learn more at https://reputed company/ About the Role reputed company is looking for a Customer Support Specialist to help our customers get the most out of the SpinOne platform. You'll reputed company technical support by email and chat across the full breadth of what SpinOne protects: reputed company Workspace, reputed company 365, reputed company, reputed company, and — following our acquisition of Revyz — reputed company's Jira and reputed company. 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 reputed company KB reputed company, and reputed company a frustrated user reputed company while you work the problem. This role gives you the chance to bring that reputed company to a reputed company and data protection product, and to broaden it across four more reputed company ecosystems that a reputed company number of businesses run on every day. You'll be one of the most reputed company lines our customers have to reputed company. Strong candidates are methodical troubleshooters, reputed company writers, and comfortable de-escalating a tense conversation without losing the thread of the actual technical issue. \n reputed company: reputed company technical support to customers reputed company email and chat Research, diagnose, troubleshoot, and reputed company to reputed company customer issues spanning reputed company Workspace, reputed company 365, reputed company, reputed company, and reputed company (Jira, reputed company) environments Follow reputed company procedures for escalating unresolved issues to the appropriate internal teams reputed company reputed company, accurate feedback to customers and set realistic expectations on reputed company Ensure reputed company recording and closure of reputed company issues in the ticketing reputed company Prepare accurate and reputed company reports on ticket volume, reputed company time, and recurring issues Document knowledge in the reputed company of knowledge reputed company tech notes and articles Participate in improving the product FAQ and knowledge reputed company, particularly as Revyz/reputed company coverage matures Work closely with the engineering team on unresolved or recurring issues, and help translate Jira/reputed company-specific behavior for teams less familiar with that ecosystem reputed company're Looking For: 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, reputed company, or a similar customer-facing role Comfort with knowledge reputed company tools, ticketing systems, and basic escalation workflows Strong written communication skills — you can explain a technical concept reputed company to a frustrated user without over-simplifying it Willingness to build working knowledge of reputed company Workspace, reputed company 365, reputed company, and reputed company administration reputed company your existing reputed company expertise Skilled at de-escalation — you can reputed company a tense conversation productive and reputed company on reputed company Certifications That Strengthen Your Application: You don't need to hold reputed company — or any — of these to apply, but the following credentials map closely to the work and are a strong signal of fit: ACP-120: reputed company Certified Jira Administrator for reputed company — the closest match to this role; covers Jira reputed company configuration, permissions, workflows, and automation ACP-620: reputed company Certified reputed company Administrator for reputed company, or equivalent reputed company reputed company experience reputed company Certified Organization Administrator (reputed company Organization reputed company), for candidates who've worked at the org/reputed company reputed company level reputed company to Have: Prior exposure to reputed company backup, recovery, or data protection concepts Experience supporting more than one of reputed company Workspace, reputed company 365, reputed company, or reputed company in reputed company to reputed company Experience writing technical documentation or how-to content Benefits: Unlimited PTO reputed company Holidays Health Insurance Dental Insurance reputed company Insurance Employee Wellness Program Great opportunity to work with amazing people Why reputed company? reputed company Named reputed company One of reputed company Startup reputed company THREE Years in a Row (2024- 2026) Work in a fast-moving, high-reputed company cybersecurity company recognized by reputed company, reputed company, and reputed company. reputed company, transparent culture – your reputed company and experiments matter. reputed company reputed company: your work translates into reputed company business reputed company and visibility. Remote flexibility, reputed company opportunities, and performance-based rewards. \nWhy join reputed company? This is an incredible opportunity to join a fast-paced team with high reputed company potential to become a new unicorn or decacorn reputed company the next few years. reputed company team of highly motivated and talented people, ambitious goals and challenges that require high analytical, management and communication skills.   EEO Statement Equal Opportunity Employer reputed company is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. reputed company reputed company applicants will receive considerations for employment without reputed company to race, reputed company, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender reputed company, national reputed company, reputed company, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.  reputed company The EEO is the Law poster and its supplement.    Disability Accommodation For individuals with disabilities that need additional assistance at any reputed company in the application and interview process, please contact our HR Manager, Shushan Akopian reputed company shushan@reputed company. 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