{"id":2560719,"url":"https://alion.io/job/ontic-client-support-specialist-2","title":"Client Support Specialist","company":{"id":41280,"name":"Ontic","domain":"ontic.co","url":"https://alion.io/company/ontic","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":true},{"name":"ElasticSearch","optional":true},{"name":"Freshdesk","optional":true},{"name":"GCP","optional":true},{"name":"Google Sheets","optional":true},{"name":"Jira","optional":true},{"name":"LinkedIn","optional":true},{"name":"Salesforce","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-14T19:40:38Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-23T01:29:38Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Who We Are\nOntic 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 or follow us on LinkedIn.\nWho You Are\nAn intensely organized and detail oriented candidate with exceptional communication skills. Comfortable working proactively and as part of a team in a remote environment. Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts.\nYou'll spend most of your time interacting directly with clients and ensuring that they have an amazing experience using the Ontic platform! Daily tasks include resolving incoming issues and proactively engaging users before an issue arises. This role will serve as the technical liaison between Success and Product, serving as the voice of the client to make our product better.\nResponsibilities\nMaintain and respond to support/task tickets in Ontic's help desk system\n\nResponsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information\n\nCreate and improve internal and external support documentation\n\nAct as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients\n\nReport on metrics related to client issues, themes, bug closure rate, and SLAs\n\nWork cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectations\n\nBe a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset\n\nAssist in updating our client knowledge portal\n\nPreferred Qualifications\n3-5 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\n\nExpert at managing support ticket queues and responsible for driving client requests to a timely resolution\n\nKnowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency.\n\nFamiliarity interacting with new and existing clients and managing client data\n\nHas the experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions\n\nAbility to work cross-functionally with other Ontic teams\n\nExperience working with offshore teams\n\nExperienced in data analysis and product documentation\n\nExperience working with:\nHelp Desk ticketing systems (Freshdesk)\n\nIssue tracking software (Jira)\n\nCRM software (Salesforce)\n\nSpreadsheet software (Excel, Google Sheets)\n\nOffice tools (G Suite, Zoom, Slack)\n\nBonus Points for knowledge/understanding of:\nIT/Networking\n\nHTML/web design\n\nDatabase structure\n\nExperience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments, would be a plus\n\nExperience with Elastic search and log monitoring is a plus\n\nThis role is based out of our Austin, TX office and follows a hybrid schedule.\nWork Schedule : 1:00 PM to 10:00 PM Central Time\nOntic Benefits & Perks\nCompetitive Salary\nMedical, Vision & Dental Benefits\n401k\nStock Options\nHSA Contribution\nLearning Stipend\nFlexible PTO Policy\nQuarterly company ME (mental escape) days\nGenerous Parental Leave policy\nHome Office Stipend\nMobile Phone Reimbursement\nHome Internet Reimbursement for Remote Employees\nAnniversary & Milestone Celebrations\nOntic 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.\nAll 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.\nDon’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.\nOntic 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  or call (512) 572-7400","description_format":"text","description_chars":5326,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Home office","Internet reimbursement","Milestone celebrations","Parental leave","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Threat Intelligence","Security Operations"],"lifecycle":[{"event":"open","at":"2026-10-14T20:33:04Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":51,"reasons":["seen:7","velocity","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/ontic-client-support-specialist-2","json_url":"https://alion.io/job/ontic-client-support-specialist-2.json","meta":{"generated_at":"2026-10-23T03:18:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5439,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":41280},"rest":"https://alion.io/mcp/rest/get_company?id=41280"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fontic-client-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fontic-client-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fontic-client-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ontic-client-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fontic-client-support-specialist-2"}]}