Client Support Specialist at Ontic

At Ontic, we build software that empowers corporate and government security professionals to proactively manage threats and mitigate risks. Our platform, which we call Connected Intelligence, unifies critical data and business processes to help security teams across intelligence, investigations, and executive protection functions. We are a team driven by our mission and a deep sense of responsibility to keep people safe, all while maintaining a culture of empathy, strategy, and fun.

About the Role

We are looking for a Client Support Specialist to join our team in a full-time, remote capacity. In this mid-level position, you will act as the primary technical liaison between our clients and our internal product teams. You will spend your days ensuring our users have a seamless experience with the Ontic platform by resolving incoming issues, proactively engaging with clients, and serving as their voice to help us continuously improve our software.

Key Responsibilities

• Manage and resolve support tickets within our help desk system while ensuring stakeholders remain informed throughout the process.
• Collaborate cross-functionally with our Client Success, Product, and development teams to deliver high-quality service and exceed client expectations.
• Develop and refine internal and external support documentation to keep our knowledge portal accurate and helpful.

Requirements

We are looking for someone with 2 to 4 years of experience in software support or onboarding within a fast-paced SaaS environment. You should be highly organized, detail-oriented, and comfortable working in a remote setting. Key qualifications include:

• Proven ability to manage support ticket queues and drive client requests to timely resolutions.
• Proficiency with tools such as Jira, Salesforce, Freshdesk, and spreadsheet software like Excel or Google Sheets.
• Strong technical troubleshooting skills, with bonus points for experience in AWS, Google Cloud, Elasticsearch, and log monitoring.
• Excellent communication skills and the ability to maintain an empathetic, professional demeanor when interacting with clients.

Location

This position is remote and open to candidates located anywhere, provided you are legally authorized to work in the United States without sponsorship.

Compensation and Benefits

We offer a comprehensive package designed to support your well-being and professional growth. Benefits include:

• Medical, dental, and vision insurance.
• 401k plan and stock options.
• Learning budget to support your professional development.
• Paid time off and quarterly mental escape days.
• Home office budget, along with reimbursements for home internet and mobile phone expenses.