Senior Client Support & Escalation Lead

Ontic; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Ontic seeks an experienced Client Support Escalation Specialist to own complex client cases from intake through verified resolution. You will ensure proper prioritization, documentation, and clear communication while meeting organizational SLAs.

You will manage tickets in Ontic’s help desk, escalate to Engineering, Product, Quality, DevOps as needed, and coordinate cross‑team investigations. The role requires US hours, FedRAMP environment experience, and eligibility to work in the United States.

Qualifications

• Experience leading client escalations across Client Success, Product, Engineering, Quality, and DevOps teams.
• Ability to work overlapping U.S. time zones within Ontic’s five-day shift-based support model (Mon–Fri, 11:00 AM – 8:00 PM PT).
• Experience in FedRAMP environments and working in the United States as a citizen.

Responsibilities

• Own complex client support cases from intake through verified resolution, ensuring prioritization, documentation, and communication.
• Manage support tickets in Ontic’s help desk system and meet defined response, resolution, update, and escalation SLAs.
• Serve as an escalation point, coordinating investigation and resolution with Engineering, Product, Quality, DevOps, and Client Success.

Skills

Escalation management

Cross-functional coordination

Ticket handling

Job description

Ontic seeks an experienced Client Support Escalation Specialist to own complex client cases from intake through verified resolution. You will ensure proper prioritization, documentation, and clear communication while meeting organizational SLAs.

You will manage tickets in Ontic’s help desk, escalate to Engineering, Product, Quality, DevOps as needed, and coordinate cross‑team investigations. The role requires US hours, FedRAMP environment experience, and eligibility to work in the United States.