Senior Client Support Specialist

Job Summary

Managing complex client support cases, the full-time Senior Client Support Specialist will ensure exceptional support for Ontic clients using the platform, collaborating with various teams to resolve issues and improve client experience in a remote environment.

Key responsibilities

• Own complex client support cases from initial intake through resolution, ensuring accurate prioritization and documentation
• Serve as an escalation point for high-impact client issues, coordinating with Engineering, Product, and Client Success teams
• Identify recurring support themes and translate findings into actionable feedback for Product and Engineering improvements

Required qualifications

• 8-10 years of experience in technical client support or SaaS support within a fast-paced software organization
• Demonstrated success in managing complex support queues and driving timely resolutions for high-priority client issues
• Strong technical troubleshooting skills across SaaS platforms and browser-based applications
• Experience leading client escalations and coordinating resolutions across multiple teams
• Familiarity with help desk ticketing systems and issue tracking software, preferably Freshdesk and Jira