Senior Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of intricate client support cases from the initial intake to confirmed resolution.

• Oversee support tickets while adhering to response, resolution, update, and escalation service level agreements (SLAs).

• Act as an escalation resource for significant client challenges.

• Facilitate investigations and resolutions in collaboration with Client Success, Product, Engineering, Quality, and DevOps teams.

• Deliver proactive updates to clients and internal stakeholders.

• Assist in release and hotfix processes through monitoring, post-release evaluations, and escalations.

• Provide support for strategic and escalated accounts alongside Client Success Managers.

• Identify recurring support issues, product defects, documentation deficiencies, and usability challenges.

• Develop and maintain troubleshooting documentation, escalation runbooks, knowledge articles, and content for the client portal.

• Analyze support performance metrics and trends.

• Utilize LLMs, automation, and knowledge retrieval tools to enhance support operations.

• Engage in incident and post-incident activities along with root-cause analysis.

• Implement improvements that minimize repeat contacts and bolster self-service options.

• Mentor Client Support Specialists.

• Represent the perspectives of Ontic clients in cross-functional discussions.

⛳️ Requirements

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

• Proven success in independently managing complex support queues and resolving high-priority client issues promptly and with quality.

• Strong technical troubleshooting abilities across SaaS platforms, browser-based applications, desktop and mobile environments, client data, integrations, and configuration-related challenges.

• Experience in leading client escalations and coordinating resolutions among Client Success, Product, Engineering, Quality, and DevOps teams.

• Excellent written and verbal communication skills, with the capability to articulate technical issues clearly to both technical and non-technical audiences.

• A professional, empathetic, and solution-focused approach to client support, including handling sensitive or high-visibility client scenarios comfortably.

• Familiarity with LLMs, automation, and AI-driven workflows.

• Experience in interpreting support data and translating trends into improvements in processes, documentation, or product offerings.

• Background in working with distributed teams, including offshore teams.

• Proficient with help desk ticketing systems, preferably Freshdesk.

• Knowledge of issue tracking software, preferably Jira.

• Familiarity with CRM software, preferably Salesforce.

• Competence in Excel and Google Sheets.

• Experience with Google Workspace, Zoom, and Slack.

• Preferred familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch.

• Bonus knowledge in IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management.

• Availability to work overlapping U.S. time zones and provide support coverage within Ontic’s five-day, shift-based support model.

• Work must be conducted within the United States.

• Must have authorization to work in the U.S.

• Must be a U.S. citizen.

• Availability 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.