Support & Community Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver technical assistance to customers through email and chat channels.

• Investigate, diagnose, troubleshoot, and find solutions to resolve customer inquiries.

• Adhere to established protocols for escalating unresolved issues to the relevant internal teams.

• Provide timely and accurate feedback to customers.

• Ensure all issues are properly documented and closed.

• Generate accurate and timely reports.

• Create documentation in the form of tech notes and articles for the knowledge base.

• Engage in enhancing the product FAQ and knowledge base.

• Collaborate closely with the engineering team on persistent or unresolved issues.

• Contribute to Reddit twice a week with content focused on SpinOne tips and tricks, backup strategy optimization, policy formulation, admin workflows, and more.

• Manage daily comments: respond to inquiries, maintain constructive discussions, enforce community guidelines, and invite users facing challenges to one-on-one calls to ensure they receive the necessary support.

• Conduct recurring 2-hour AMAs (2-4 times per month) on subjects such as SpinOne product features, SpinCRX browser security, and open Q&A sessions—following up on unresolved discussions afterward.

• Act as the primary resource for SpinOne users, fostering trust and rapport over time.

⛳️ Requirements

• Proficiency in the Atlassian Ecosystem (Jira and Confluence).

• Background in technical support, customer success, or a similar customer-facing position.

• Confidence in hosting live sessions and thinking on your feet in front of an audience.

• Familiarity with knowledge base tools, ticketing systems, and basic escalation processes.

• Excellent written communication skills—capable of clearly explaining technical concepts to both frustrated users and casual community readers.

• Ability to work effectively across two distinct rhythms: reactive support tickets and proactive content/community initiatives.

🏝️ Benefits

• Unlimited PTO.

• Paid Holidays.

• Health Insurance.

• Dental Insurance.

• Vision Insurance.

• Employee Wellness Program.

• Excellent opportunity to collaborate with remarkable individuals.