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, DevOps, and Client Success. Preferred Qualifications: Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps 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 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. #J-18808-Ljbffr Ontic