Senior Client Support Specialist; Fully Remote

• 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, Dev Ops, and Client Success.

Preferred Qualifications:

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