SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Ontic provides an AI-powered Connected Intelligence Platform that helps corporate and government security teams identify threats, assess risk, and respond to incidents. The platform unifies security operations and data into a centralized system, enabling risk assessments, workplace violence prevention, and threat management. Fortune 500 companies and federal agencies use Ontic for executive protection, threat intelligence, and corporate investigations.
As a Client Support Specialist, you will be the primary technical liaison between clients and Ontic's internal teams. You'll spend most of your time interacting directly with clients to ensure they have an excellent experience using the Ontic platform. Your role bridges Client Success, Product, and Development, serving as the voice of the customer to drive product improvements.
Key Responsibilities:
- Maintain and respond to support tickets in Ontic's help desk system, owning client requests from start to finish
- Create and improve internal and external support documentation
- Act as a liaison between clients and development teams to resolve complex technical issues
- Report on metrics related to client issues, themes, bug closure rates, and SLAs
- Work cross-functionally with Client Success Managers, Product Managers, and development teams
- Serve as a client-facing representative, demonstrating professionalism, active listening, and solution-oriented thinking
- Assist in updating the client knowledge portal
- Proactively engage users to prevent issues before they arise
Work Schedule: 1:00 PM to 10:00 PM Central Time, hybrid from Austin office.
Requirements:
- 3-5 years of experience providing software support and/or onboarding services in fast-paced, browser-based SaaS organizations
- Expert-level ability to manage support ticket queues and drive timely resolution
- Proficiency with help desk ticketing systems (Freshdesk), issue tracking software (Jira), CRM software (Salesforce), and office tools (G Suite, Zoom, Slack)
- Strong data analysis and product documentation skills
- Demonstrated ability to work cross-functionally and with offshore teams
- Positive, approachable demeanor with empathy in client interactions
- Technical troubleshooting experience on SaaS-based platforms
Preferred Qualifications:
- Knowledge of AI-native support practices using LLMs and automation tools
- Familiarity with new and existing client management and client data handling
- Experience with AWS and Google Cloud environments
- Knowledge of IT/networking, HTML/web design, or database structure
- Experience with Elasticsearch and log monitoring
