Client Support Specialist

Ontic Technologies, Inc.

Job Overview

Location

Remote, United States

Job Type

Full-time

Full Job Description

📋 Description

• An intensely organized and detail-oriented candidate with exceptional communication skills is required to interact directly with clients and ensure they have an amazing experience using the Ontic platform.
• Daily tasks include resolving incoming issues and proactively engaging users before an issue arises.
• The role will serve as the technical liaison between Success and Product, serving as the voice of the client to make our product better.
• Responsibilities include maintaining and responding to support/task tickets in Ontic's help desk system, owning a wide variety of client requests from start to finish, creating and improving internal and external support documentation, and reporting on metrics related to client issues.
• The ideal candidate will be a client-facing representative of Ontic, ensuring professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset.
• The role requires working cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service and ensure we are exceeding client expectations.
• The ideal candidate will be able to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule.

🎯 Requirements

• 3-5 years of experience providing Software support and/or Onboarding services across various desktop and mobile operating systems in a fast-paced, browser-based platform SaaS organization.
• Expert at managing support ticket queues and responsible for driving client requests to a timely resolution.
• Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency.

🏖️ Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations

Skills & Technologies

AWS

GCP

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Ontic Technologies, Inc.

Visit Website

About Ontic Technologies, Inc.

Ontic Technologies provides protective-intelligence software that aggregates data from public, commercial, and internal sources, then applies AI and analytics to identify, assess, and manage physical security risks to people, assets, and facilities. The cloud platform equips corporate security teams with case management, threat detection, and investigative workflows to prevent workplace violence, insider threats, supply-chain disruptions, and other physical-security incidents. Founded in 2017, the company serves Fortune 500 enterprises, educational institutions, and government agencies with continuous monitoring, compliance reporting, and collaboration tools that integrate with existing security infrastructure and travel-risk programs.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.