Senior Client Support Specialist

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Ontic

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

🏢 Enterprise

☁️ SaaS

💰 $40M Series B on 2021-11

Security • Enterprise • SaaS

Ontic is a company that provides modern security software solutions aimed at elevating security programs by managing threats, mitigating risks, and strengthening businesses. Ontic's solutions include incidents, investigations, and case management, integrated research, threat and vulnerability assessments, and real-time threat detection. Their platform offers data integrations and services designed to empower security professionals with connected intelligence, enhancing their ability to make more confident decisions. Ontic serves corporate security teams, providing resources such as articles, podcasts, reports, and webinars to support their efforts in transforming corporate security practices.

📋 Description

• Own complex client support cases from initial intake through verified resolution • Manage support tickets and meet response, resolution, update, and escalation SLAs • Serve as an escalation point for high-impact client issues • Coordinate investigation and resolution with Client Success, Product, Engineering, Quality, and DevOps • Provide proactive updates to clients and internal stakeholders • Support release and hotfix processes through monitoring, post-release triage, and escalation • Support strategic and escalated accounts with Client Success Managers • Identify recurring support themes, product defects, documentation gaps, and usability issues • Create and maintain troubleshooting documentation, escalation runbooks, knowledge articles, and client portal content • Analyze support performance and trends • Use LLMs, automation, and knowledge retrieval tools to improve support operations • Participate in incident and post-incident activities and root-cause analysis • Drive improvements that reduce repeat contacts and improve self-service • Mentor Client Support Specialists • Represent the voice of Ontic clients in cross-functional forums

🎯 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, with the ability to explain technical issues clearly to technical and non-technical audiences • Professional, empathetic, and solution-oriented approach to client support, including comfort managing sensitive or high-visibility client situations • Experience using LLMs, automation, and AI-enabled workflows • 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, preferably Freshdesk • Experience with issue tracking software, preferably Jira • Experience with CRM software, preferably Salesforce • Experience with Excel and Google Sheets • Experience with Google Workspace, Zoom, and Slack • Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred • Bonus knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management • Ability to work overlapping U.S. time zones and support coverage within Ontic’s five-day, shift-based support model • Work must be performed within the United States • Must be authorized to work in the U.S. • Must be a U.S. citizen • Ability to work Monday through Friday, 11:00 AM–8:00 PM Pacific Time

🏖️ 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 • Anniversary & Milestone Celebrations • Bonus plan • Equity

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