Senior Client Support Specialist (Fully Remote)

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

• 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:

• Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps teams.
• 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

Ontic provides AI-powered software for corporate and government security teams to identify threats and assess risk. It is a growing company with a focus on diversity and inclusion, fostering a collaborative and remote-first culture.