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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in technical client support and SaaS environments, with strong capabilities in troubleshooting, managing escalations, and improving support operations through data analysis and automation tools. Proven ability to communicate effectively with diverse audiences and mentor team members in a fast-paced, collaborative setting.
Highest-signal resume keywords
Technical Client SupportSaaS SupportTroubleshooting SkillsClient Escalation ManagementData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingSaaS PlatformsClient Data ManagementIntegrationsConfiguration IssuesSupport Data InterpretationProcess ImprovementDocumentation CreationRoot-Cause AnalysisAutomation Workflows
Soft Skills
Written CommunicationVerbal CommunicationEmpathySolution OrientationMentoring
Tools & Technologies
Help Desk Ticketing SystemsFreshdeskIssue Tracking SoftwareJiraCRM SoftwareSalesforceExcelGoogle SheetsGoogle WorkspaceZoom
Industry Keywords
Client SupportBrowser-Based SoftwareCross-Functional CollaborationDistributed TeamsAWSGoogle CloudLog MonitoringElasticsearchIT/NetworkingAPIs
Tech Stack
Tools & technologiesAWSCloudElasticSearch
About the role
Key responsibilities & impact- Own complex client support cases from initial intake through verified resolution
- Manage support tickets and meet response, resolution, update, and escalation SLAs
- Serve as an escalation point for high-impact client issues
- Coordinate investigation and resolution with Client Success, Product, Engineering, Quality, and DevOps
- Provide proactive updates to clients and internal stakeholders
- Support release and hotfix processes through monitoring, post-release triage, and escalation
- Support strategic and escalated accounts with Client Success Managers
- Identify recurring support themes, product defects, documentation gaps, and usability issues
- Create and maintain troubleshooting documentation, escalation runbooks, knowledge articles, and client portal content
- Analyze support performance and trends
- Use LLMs, automation, and knowledge retrieval tools to improve support operations
- Participate in incident and post-incident activities and root-cause analysis
- Drive improvements that reduce repeat contacts and improve self-service
- Mentor Client Support Specialists
- Represent the voice of Ontic clients in cross-functional forums
Requirements
What you’ll need- 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
- 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
- Experience interpreting support data and translating trends into process, documentation, or product improvements
- Experience working with distributed teams, including offshore teams
- Experience with help desk ticketing systems, preferably Freshdesk
- Experience with issue tracking software, preferably Jira
- Experience with CRM software, preferably Salesforce
- Experience with Excel and Google Sheets
- Experience with Google Workspace, Zoom, and Slack
- Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred
- Bonus knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management
- Ability to work overlapping U.S. time zones and support coverage within Ontic’s five-day, shift-based support model
- Work must be performed within the United States
- Must be authorized to work in the U.S.
- Must be a U.S. citizen
- Ability to work Monday through Friday, 11:00 AM–8:00 PM Pacific Time
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