Customer Support Engineer (Lisbon, Portugal)
Core
Provide technical support for Spin.AI's SaaS security platform to IT administrators and security teams, handling onboarding, troubleshooting, and escalations.
Role type
Senior Customer Support Engineer (SaaS Security)
Builds
SpinOne SaaS security platform (backup, ransomware protection, DLP, SSPM) for Google Workspace, Microsoft 365, Salesforce, and Slack
Domain
Cybersecurity / SaaS Security
Deliverable
client delivery
Required skills
Technical support, Google Workspace administration, Microsoft 365 administration, SaaS troubleshooting, API/OAuth/SSO knowledge, ticketing system management, knowledge base creation, customer feedback synthesis
Preferred skills
Salesforce/Slack/Jira experience, cybersecurity background, scripting (PowerShell/Python), additional European languages, MSP support experience
Responsibilities
Provide technical support via email, chat, and video calls; diagnose and resolve issues across backup, ransomware, DLP, and SSPM; troubleshoot integrations with Google Workspace, Microsoft 365, Salesforce, and Slack; guide new customers through onboarding; reproduce issues and escalate to Engineering; manage and document cases in Jira Service Management; write and maintain knowledge base articles; act as the voice of the customer to Product and Engineering; partner with Customer Success on adoption and renewals; prepare reports on support trends.
Seniority
Mid-Senior, hands-on IC
