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 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.
A 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 to improve support resolution, knowledge retrieval, documentation, and customer communication.
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
Issue tracking software, preferably Jira
CRM software, preferably Salesforce
Spreadsheet and reporting tools, including Excel and Google Sheets
Collaboration tools, including Google Workspace, Zoom, and Slack
Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred.
Bonus points for knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management.
Work Schedule : 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.
Ontic Benefits & Perks
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
Ontic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.
All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400
