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Ontic

Client Support Specialist

Ontic

. Maintain and respond to support/task tickets in Ontic's help desk system .

Posted 10/14/2026full-timeAustin • Texas • United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in managing support ticket queues and driving timely resolutions for client requests while effectively liaising between clients and development teams. Proficient in data analysis, product documentation, and utilizing various software tools to enhance client support and onboarding experiences.

Highest-signal resume keywords
Software Support ExperienceHelp Desk Ticketing SystemsData AnalysisClient Relationship ManagementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SaaS SupportIssue Tracking SoftwareData AnalysisTechnical TroubleshootingAI-Native Support PracticesHTML/Web DesignDatabase StructureElastic SearchLog MonitoringOnboarding Services
Soft Skills
Solution-Oriented MindsetClient-Facing CommunicationStakeholder ManagementProactive EngagementTeam Collaboration
Tools & Technologies
FreshdeskJiraSalesforceExcelGoogle SheetsG SuiteZoomSlackAWSGoogle Cloud
Industry Keywords
SaaS OrganizationClient SuccessTechnical LiaisonSupport DocumentationPrivacy Policies

Tech Stack

Tools & technologies
AWSCloud

About the role

Key responsibilities & impact
  • 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 keeping key stakeholders updated
  • Create and improve internal and external support documentation
  • Liaise 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
  • Represent Ontic professionally in client-facing interactions
  • Listen to client needs and maintain a solution-oriented mindset
  • Assist in updating the client knowledge portal
  • Proactively engage users before issues arise
  • Serve as the technical liaison between Success and Product and represent the client voice to improve the product

Requirements

What you’ll need
  • 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
  • Knowledge of AI-native support practices using LLMs and automation tools
  • Familiarity interacting with new and existing clients and managing client data
  • Experience working cross-functionally with other teams
  • Experience working with offshore teams
  • Experience in data analysis and product documentation
  • Experience with Help Desk ticketing systems, including Freshdesk
  • Experience with issue tracking software, including Jira
  • Experience with CRM software, including Salesforce
  • Experience with spreadsheet software, including Excel and Google Sheets
  • Experience with G Suite, Zoom, and Slack
  • Bonus knowledge of IT/Networking, HTML/web design, and database structure
  • Experience troubleshooting SaaS-based platforms
  • Understanding of AWS and Google Cloud environments
  • Experience with Elastic search and log monitoring
  • Ability to work 1:00 PM to 10:00 PM Central Time
  • Must be authorized to work lawfully in the United States
  • Must be able to work on-site in Austin, TX on a hybrid schedule
  • Employees are expected to understand and adhere to Ontic Security and Privacy related policies

Benefits

Comp & perks
  • 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
  • Bonus plan
  • Equity
  • Flexible work arrangements under a hybrid schedule