Senior Client Support Specialist at Ontic · LumiJobs

Responsibilities

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.
Provide proactive, clear, and empathetic updates to clients and internal stakeholders, including investigation findings, mitigation plans, resolution status, and next steps.
Support Ontic’s release and hotfix processes by monitoring for client-impacting issues, assisting with post-release triage, and escalating critical concerns quickly.
Partner with Client Success Managers to support strategic and escalated accounts, identify client risk early, and ensure appropriate visibility and follow-through.
Identify recurring support themes, product defects, documentation gaps, and usability issues; translate findings into actionable feedback for Product and Engineering.
Create and maintain internal troubleshooting documentation, escalation runbooks, client-facing knowledge articles, and content for Ontic’s client knowledge portal.
Analyze support performance and trends, including ticket volume, backlog health, response and resolution times, SLA attainment, escalation patterns, client-impacting defects, and bug closure rates.
Use AI-native support practices—including LLMs, automation, and knowledge retrieval tools—to improve ticket triage, investigation, client communication, documentation, and operational efficiency.
Participate in incident and post-incident activities, including gathering support evidence, confirming client impact, validating resolution, and contributing to root-cause analysis.
Drive continuous improvements that reduce repeat contacts, improve client self-service, reduce invalid or incomplete bug submissions, and strengthen support-to-product feedback loops.

Qualification

A professionalExperience using LLMs

Required

The Senior Client Support Specialist is a highly organized, detail-oriented, and client-focused technical support professional who ensures Ontic clients receive exceptional support throughout their use of the Ontic platform. This individual brings strong SaaS troubleshooting expertise, excellent communication skills, and the ability to independently investigate complex issues in a fast-paced, remote environment.
This senior individual-contributor role owns complex support cases and client escalations from intake through resolution. The role partners closely with Client Success, Product, Engineering, Quality, and DevOps to protect client experience, provide timely visibility into issue status, and ensure that client feedback informs Ontic’s product and operational improvements.

Preferred

8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
Demonstrated success independently managing complex support queues and driving high-priority client issues to timely, high-quality resolution.
Strong technical troubleshooting skills across SaaS platforms, browser-based applications, desktop and mobile environments, client data, integrations, and configuration-related issues.
Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps teams.
Strong written and verbal communication skills, with the ability to explain technical issues clearly to technical and non-technical audiences.
A professional, empathetic, and solution-oriented approach to client support, including comfort managing sensitive or high-visibility client situations.
Experience using LLMs, automation, and AI-enabled workflows to improve support resolution, knowledge retrieval, documentation, and customer communication.
Experience interpreting support data and translating trends into process, documentation, or product improvements.

Senior Client Support Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Ontic

More roles at Ontic