Senior Client Support Specialist

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.

Preferred Qualifications:

• 8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
• 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.

Work Environment:

• Ability to work overlapping U.S. time zones and support coverage within Ontic’s five-day, shift-based support model. The current expected schedule is Monday through Friday, 11:00 AM - 8:00 PM Pacific Time.
• This role supports a FedRAMP environment and requires that work be performed within the United States by individuals authorized to work in the U.S. and who are U.S. citizens.