--- title: 'Senior Client Support Specialist at Ontic' canonical: 'https://feeny.ai/job/senior-client-support-specialist-ontic-united-states-rtm71a5c6np1' type: 'job' last_seen: '2026-11-11' --- # Senior Client Support Specialist at Ontic - **Company:** Ontic - **Location:** United States - **Compensation:** $80k–$90k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-10 - **Last confirmed live:** 2026-11-11 - **Apply:** https://jobs.ashbyhq.com/Ontic/9edfbadf-49a9-4728-bf68-d773d28c4e0d ## Job description ## Who We Are Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at [ontic.ai](http://ontic.ai) or follow us on [LinkedIn](https://www.linkedin.com/company/ontic-technologies/). ## Who You Are 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. ## 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. - Mentor Client Support Specialists on troubleshooting, ticket quality, escalation management, client communication, and Ontic support processes. - Represent the voice of Ontic clients in cross-functional forums, balancing urgency, client impact, and product priorities. ## Preferred Qualifications - 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. - Experience working with distributed teams, including offshore teams. - Experience with: - Help desk ticketing systems, preferably Freshdesk - Issue tracking software, preferably Jira - CRM software, preferably Salesforce - Spreadsheet and reporting tools, including Excel and Google Sheets - Collaboration tools, including Google Workspace, Zoom, and Slack - Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred. - Bonus points for knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management. Work Schedule : Ability to work overlapping U.S. time zones and support coverage within Ontic’s five-day, shift-based support model. The current expected schedule is Monday through Friday, 11:00 AM - 8:00 PM Pacific Time. This role supports a FedRAMP environment and requires that work be performed within the United States by individuals authorized to work in the U.S. and who are U.S. citizens. Ontic Benefits & 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 Ontic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law. All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400 ## About Ontic ## Company Overview - **One-liner**: Ontic provides a security management platform that unifies physical and cybersecurity data, tools, and workflows for corporate and government security teams. - **Entity Type**: Private (Series C) - **Headquarters**: Austin, Texas, United States - **Founded**: 2017 - **Founders**: Fred Burton (Co-Founder & Executive Chairman), Manish Mehta (Co-Founder & CEO) ## Core Business - Primary industry/industries: Security Management Software, Enterprise Security, Risk Intelligence, Threat Management - Target customers: B2B — Fortune 500 companies, government agencies (federal, state, local), and enterprise security teams across sectors including finance, technology, travel, and energy. - Mission or purpose statement: "To keep people safe and make organizations stronger by creating intelligent connections between humans and critical data." ## Products & Services - **[Ontic Platform]**: A unified SaaS platform that centralizes data, automates workflows, and delivers AI-assisted insights for corporate security operations. It connects threat intelligence, incident management, investigations, and risk assessments into one operating picture. - **[Executive Protection]**: Module for anticipating, assessing, and mitigating physical and digital threats to executives; includes protective intelligence and physical security gap analysis. - **[Threat Intelligence]**: Module for monitoring digital threats via comprehensive open-source intelligence (OSINT), managing the full intelligence lifecycle, and integrating human-verified intelligence without switching tools. - **[Incident Management]**: Module to connect and automate incident operations across locations and teams, cutting resolution time by up to 50%. - **[Corporate Investigations]**: Module for researching, monitoring, and managing cases in one place with automated admin tasks and complete context. - **[Risk & Vulnerability Assessments]**: Module for proactively identifying and remediating physical vulnerabilities through customizable assessments. - **[Behavioral Threat Assessments]**: Module for identifying concerning behavior early and responding confidently with structured, connected threat assessments. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed. - **Key Metric**: **$286.6 million** in total funding across 5 rounds (Pre-Seed, Seed, Series A, Series B, Series C). - **Notable Investors/Partners**: Kohlberg Kravis Roberts & Co. (KKR) led the $230M Series C (2025); JMI Equity led the $40M Series B (2021); Felicis led the $12M Series A (2020); Silverton Partners led the $4.7M Seed round (2019). Partners include International SOS, AAR, and Honeywell. - **Growth Signals**: Headcount grew **30.3% year-over-year** to 283 employees. Achieved **FedRAMP Moderate Authorization** (April 2026), enabling government agency deployments. Recognized as **2026 Frost Radar™ Risk Intelligence Solutions Growth & Innovation Leader** for the third consecutive year. Awarded **2025 Global Risk Intelligence Solutions Company of the Year** by Frost & Sullivan. ## Competitive Advantages - **Connected Intelligence Platform**: Unifies disparate security tools and data into a single operating picture, eliminating "accidental silos" that keep security teams reactive. - **AI-Ready Operations**: Built-in AI automation for busywork, trend analysis, and pattern recognition, making the platform future-proof as security data grows. - **Security & Compliance**: FedRAMP Moderate Authorization and SOC 2 compliance, a critical differentiator for government and highly regulated industry clients. - **Domain Expertise**: Over 156 decades of collective security experience among staff; 16% of U.S. employees have military or government backgrounds. Co-founder Fred Burton is a former State Department counterterrorism agent and author. - **Proven ROI**: Client case studies cite $2M in recovery/cost avoidance, 200+ investigations managed in 6 months, and headcount expansion from 4 to 16 enabled by platform metrics. ## Strategic Focus - **Government Expansion**: Following FedRAMP Moderate Authorization, Ontic is actively targeting U.S. federal, state, and local government agencies. - **AI & Automation**: Continuing to embed AI across the platform to automate manual workflows, surface predictive insights, and help security teams "act with foresight." - **Product Breadth**: Expanding modules (Executive Protection, Behavioral Threat Assessments, Risk Assessments) to serve the full spectrum of corporate security programs. - **Global Scale**: Growing presence in India (108 employees) and exploring further international expansion, with offices in Austin, Noida (India), and remote teams. ## Why Work Here - **Culture & Values**: Strong emphasis on five core values: "Do good above all," "Lead with empathy," "Raise the bar," "Walk the walk," and "Keep moving." Consistently rated a **Great Place to Work** (6x certified), **Inc. Best Workplaces Honoree** (2025), and **Fortune Best Workplaces in Texas** (2025). - **Remote/Hybrid Policy**: Flexible — "Your office is where you are." The company supports remote work, but new hires attend in-person onboarding at the Austin HQ (called "CORE") once a month to build community. - **Engineering Culture**: Collaborative, non-political, and transparent. Employees highlight "helpful leadership" and a "spirit of never settle." Engineering teams in the US and India collaborate daily via Slack, Zoom, and weekly all-hands calls. - **Growth & Learning**: "Always learning, always growing" is a stated value. The company offers opportunities to innovate and test new ideas, especially around AI and product development. - **Notable Perks**: Comprehensive health coverage, emphasis on work-life balance, milestone celebrations, and a mission-driven environment where employees feel they are making a tangible impact on safety. - **Diversity & Inclusion**: Equal opportunity employer; encourages diverse backgrounds and perspectives. Employee testimonials highlight a supportive, non-political culture. ## Sources 1. [ontic.co - Company Website](https://ontic.co/) 2. [ontic.co - About Us](https://ontic.co/company/about-us/) 3. [ontic.co - Careers](https://ontic.co/company/careers/) 4. [LinkedIn - Ontic Technologies](https://www.linkedin.com/company/ontic-technologies) 5. 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