Senior SaaS Client Support Lead — Escalations & AI

Ontic; United States; Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Parental Leave

Home Office Stipend

Mobile Phone Reimbursement

Home Internet Reimbursement

Job summary

Ontic is seeking a Senior Client Support Specialist to own complex support cases from intake to resolution in a fast-paced, remote environment. You will coordinate with Client Success, Product, Engineering, and DevOps to protect client experience and provide timely visibility into issue status.

The role demands strong SaaS troubleshooting, exceptional communication, and the ability to mentor others. You will drive process improvements, create internal docs, and contribute to AI-enabled support

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 written and verbal communication skills, with the ability to explain technical issues clearly to technical and non-technical audiences.

Responsibilities

• Own complex client support cases from intake through verified resolution, prioritizing, documenting, and communicating status.
• Manage support tickets in Ontic’s help desk system and meet SLAs for response, resolution, updates, and escalations.
• Serve as escalation point for high-impact client issues, coordinating with Engineering, Product, Quality, DevOps, and Client Success.
• Provide proactive, clear updates to clients and internal stakeholders with investigation findings and mitigation plans.

Skills

Technical support

SaaS troubleshooting

Client communication

Escalation management

Cross-functional collaboration

AI workflows

Tools

Freshdesk

Jira

Salesforce

Excel

Google Sheets

Google Workspace

Zoom

Slack

Job description

Ontic is seeking a Senior Client Support Specialist to own complex support cases from intake to resolution in a fast-paced, remote environment. You will coordinate with Client Success, Product, Engineering, and DevOps to protect client experience and provide timely visibility into issue status.

The role demands strong SaaS troubleshooting, exceptional communication, and the ability to mentor others. You will drive process improvements, create internal docs, and contribute to AI-enabled support