Senior Client Support Specialist

The role

The Senior Client Support Specialist owns complex support cases and client escalations for the Ontic platform. This individual partners with Client Success, Product, Engineering, Quality, and DevOps to protect client experience and provide visibility into issue status.

What you will do

• Own complex client support cases from initial intake through verified resolution.
• Manage support tickets in Ontic’s help desk system and meet defined SLAs.
• Serve as an escalation point for high-impact client issues.
• Provide proactive, clear, and empathetic updates to clients and internal stakeholders.
• Support Ontic’s release and hotfix processes by monitoring for client-impacting issues.
• Partner with Client Success Managers to support strategic and escalated accounts.
• Identify recurring support themes, product defects, documentation gaps, and usability issues.
• Create and maintain internal troubleshooting documentation and client-facing knowledge articles.
• Analyze support performance and trends.
• Use AI-native support practices to improve ticket triage, investigation, and documentation.

Required qualifications

• Strong SaaS troubleshooting expertise
• Excellent communication skills
• Ability to independently investigate complex issues in a fast-paced, remote environment
• Work must be performed within the United States
• Must be authorized to work in the U.S.
• Must be a U.S. citizen

Nice to have

• 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
• 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 cross-functional teams
• Strong written and verbal communication skills
• Professional, empathetic, and solution-oriented approach
• Experience using LLMs, automation, and AI-enabled workflows
• Experience interpreting support data and translating trends into process or product improvements
• Experience working with distributed teams, including offshore teams
• Experience with Freshdesk

Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees

Before you apply

• Work must be performed within the United States
• Must be authorized to work in the U.S.
• Must be a U.S. citizen

About the company

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record.