# Client Support Specialist

**Company:** [Ontic](https://hotfix.jobs/companies/ontic)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $65k – $75k/yr
**Experience:** 3+ years
**Skills:** Freshdesk, Jira, Salesforce, Excel, Google Sheets, G Suite, Zoom, Slack, HTML, AWS, GCP, Elasticsearch
**Posted:** 2026-07-14

> Client Support Specialist providing technical support and issue resolution for Ontic's AI-powered security platform. Serves as liaison between clients, success, and product teams; manages tickets, documentation, metrics, and cross-functional collaboration in a remote SaaS environment.

## Job Description

## Responsibilities
- Maintain and respond to support/task tickets in Ontic's help desk system
- Own a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated
- Create and improve internal and external support documentation
- Act as a liaison between clients and development to resolve difficult technical issues
- Report on metrics related to client issues, themes, bug closure rate, and SLAs
- Work cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service
- Be a client-facing representative ensuring professionalism, active listening, and a solution-oriented mindset
- Assist in updating our client knowledge portal

## 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 driving client requests to timely resolution
- Ability to work cross-functionally with other Ontic teams
- Experience working with offshore teams
- Experienced in data analysis and product documentation
- Experience working with:
  - Help Desk ticketing systems (Freshdesk)
  - Issue tracking software (Jira)
  - CRM software (Salesforce)
  - Spreadsheet software (Excel, Google Sheets)
  - Office tools (G Suite, Zoom, Slack)
- Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule

## Nice-to-Haves
- Knowledge of AI-native support practices using LLMs and automation tools
- Familiarity interacting with new and existing clients and managing client data
- Positive and approachable demeanor while maintaining empathy
- Bonus Points for knowledge/understanding of:
  - IT/Networking
  - HTML/web design
  - Database structure
  - Technical troubleshooting on SaaS-based platforms
  - AWS and Google Cloud environments
  - Elastic search and log monitoring

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**Apply:** https://hotfix.jobs/jobs/81891290-3b70-4b10-9d8b-e562c0353b10
**Canonical:** https://hotfix.jobs/jobs/81891290-3b70-4b10-9d8b-e562c0353b10