Senior Client Support Specialist

Ontic

20h•$80,000 - $90,000•Remote

About The Position

The Senior Client Support Specialist is a highly organized, detail-oriented, client-focused technical support professional responsible for ensuring Ontic clients receive exceptional support throughout their use of the Ontic platform. The role requires SaaS troubleshooting expertise, strong communication, and the ability to independently investigate complex issues in a fast-paced, remote environment. This senior individual-contributor role owns complex support cases and client escalations from intake through resolution. It partners with Client Success, Product, Engineering, Quality, and DevOps to protect the client experience, provide timely visibility into issue status, and ensure client feedback informs product and operational improvements. The position supports a FedRAMP environment and must be performed within the United States by individuals authorized to work in the U.S. who are U.S. citizens. The expected schedule is Monday through Friday, 11:00 AM–8:00 PM Pacific Time, with overlapping U.S. time zones and coverage within Ontic’s five-day, shift-based support model.

Requirements

8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
Demonstrated success independently managing complex support queues and driving high-priority client issues to timely, high-quality resolution.
Strong technical troubleshooting skills across SaaS platforms, browser-based applications, desktop and mobile environments, client data, integrations, and configuration-related issues.
Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps teams.
Strong written and verbal communication skills, including the ability to explain technical issues clearly to technical and non-technical audiences.
Professional, empathetic, solution-oriented approach to client support, including comfort managing sensitive or high-visibility client situations.
Experience using LLMs, automation, and AI-enabled workflows to improve support resolution, knowledge retrieval, documentation, and customer communication.
Experience interpreting support data and translating trends into process, documentation, or product improvements.
Experience working with distributed teams, including offshore teams.
Experience with help desk ticketing systems; Freshdesk is preferred.
Experience with issue tracking software; Jira is preferred.
Experience with CRM software; Salesforce is preferred.
Experience with spreadsheet and reporting tools, including Excel and Google Sheets.
Experience with collaboration tools, including Google Workspace, Zoom, and Slack.
Ability to work overlapping U.S. time zones and support coverage within a five-day, shift-based support model.
Work must be performed within the United States by an individual authorized to work in the U.S. and who is a U.S. citizen.
Understand and adhere to Ontic Security and Privacy related policies to protect Ontic and client data.

Nice To Haves

Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch.
Knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management.
Experience with Freshdesk, Jira, and Salesforce, each noted as preferred.

Responsibilities

Own complex client support cases from initial intake through verified resolution, ensuring cases are accurately prioritized, documented, and communicated.
Manage support tickets in Ontic’s help desk system and meet defined response, resolution, update, and escalation SLAs.
Serve as an escalation point for high-impact client issues, coordinating investigation and resolution with Engineering, Product, Quality, DevOps, and Client Success.
Provide proactive, clear, and empathetic updates to clients and internal stakeholders, including investigation findings, mitigation plans, resolution status, and next steps.
Support release and hotfix processes by monitoring for client-impacting issues, assisting with post-release triage, and quickly escalating critical concerns.
Partner with Client Success Managers to support strategic and escalated accounts, identify client risk early, and ensure appropriate visibility and follow-through.
Identify recurring support themes, product defects, documentation gaps, and usability issues, and translate findings into actionable feedback for Product and Engineering.
Create and maintain internal troubleshooting documentation, escalation runbooks, client-facing knowledge articles, and content for Ontic’s client knowledge portal.
Analyze support performance and trends, including ticket volume, backlog health, response and resolution times, SLA attainment, escalation patterns, client-impacting defects, and bug closure rates.
Use AI-native support practices, including LLMs, automation, and knowledge retrieval tools, to improve ticket triage, investigation, client communication, documentation, and operational efficiency.
Participate in incident and post-incident activities, including gathering support evidence, confirming client impact, validating resolution, and contributing to root-cause analysis.
Drive improvements that reduce repeat contacts, improve client self-service, reduce invalid or incomplete bug submissions, and strengthen support-to-product feedback loops.
Mentor Client Support Specialists on troubleshooting, ticket quality, escalation management, client communication, and Ontic support processes.
Represent the voice of Ontic clients in cross-functional forums, balancing urgency, client impact, and product priorities.