Senior Client Support Specialist

Who We Are

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.ai http://ontic.ai or follow us on LinkedIn https://www.linkedin.com/company/ontic-technologies/.

Who You Are

The Senior Client Support Specialist is a highly organized, detail-oriented, and client-focused technical support professional who ensures Ontic clients receive exceptional support throughout their use of the Ontic platform. This individual brings strong SaaS troubleshooting expertise, excellent communication skills, 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. The role partners closely with Client Success, Product, Engineering, Quality, and DevOps to protect client experience, provide timely visibility into issue status, and ensure that client feedback informs Ontic’s product and operational improvements.

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 Ontic’s release and hotfix processes by monitoring for client-impacting issues, assisting with post-release triage, and escalating critical concerns quickly.

- 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; 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 continuous 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.

Preferred Qualifications

- 8–10 years of experience in technical client support, SaaS su