Senior Client Support Specialist
Core
Senior technical support professional ensuring exceptional client experience for Ontic's AI-powered security platform by managing complex escalations, troubleshooting SaaS issues, and driving product feedback.
Role type
Senior individual-contributor client support specialist
Builds
Ontic's AI-powered Connected Intelligence Platform for corporate and government security teams
Domain
Cybersecurity / SaaS / Risk Management
Deliverable
client delivery
Required skills
SaaS troubleshooting, complex case management, client escalation coordination, technical documentation, support data analysis, AI-native support practices (LLMs, automation), cross-functional partnership
Preferred skills
8-10 years technical support experience, Freshdesk, Jira, Salesforce, AWS/GCP, Elasticsearch, IT/networking knowledge
Responsibilities
Own complex client support cases from intake to resolution, manage support tickets meeting SLAs, serve as escalation point for high-impact issues, provide proactive updates to clients and stakeholders, support release processes and post-release triage, partner with Client Success for strategic accounts, identify recurring themes for product improvement, create troubleshooting documentation, analyze support performance trends, use AI tools to improve efficiency, participate in incident activities, mentor junior specialists, represent client voice in cross-functional forums
Seniority
Senior, hands-on IC
