Client Support Manager

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its 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.

Who You Are

An 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.

You'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.

Responsibilities

• Maintain and respond to support/task tickets in Ontic's help desk system
• Responsible for owning a wide variety of client requests from start to finish while
• ensuring key stakeholders are consistently updated with relevant information
• Create and improve internal and external support documentation
• Act as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients
• 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, and ensure we are exceeding client
• Lead and develop a high-performing team of Support Specialists, fostering a culture of
• collaboration and continuous growth.
• Coordinate support readiness planning for product launches and updates, ensuring effective

  communication with product and engineering teams.

• Serve as the primary liaison between support, product, and engineering to address technical updates and challenges.
• Develop and track key performance metrics (KPIs) for support readiness, utilizing data for ongoing improvement initiatives.
• Conduct regular one-on-one meetings to support team member development and career progression.
• Identify and resolve support challenges through cross-functional collaboration, enhancing service delivery efficiency.
• Implement scalable processes and tools to improve team productivity and operational efficiency.

Foster a culture of excellence by developing training programs that promote continuous learning among team members.

Qualifications

• Master's degree in Computer Science, Business, or a related field.
• 10+ years of experience in technical support or serviceability, with at least 3 years in a
• managerial role.
• Strong cross-functional stakeholder management skills with engineering and product teams.
• Proven technical problem-solving abilities focused on data analysis and metrics
• interpretation.
• Exceptional leadership and people management skills, including team coaching and
• development.
• Effective communication and influencing skills, capable of presenting to senior leadership.
• Hands-on experience with product and process improvement methodologies.
• 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)

Bonus Points for knowledge/understanding of:

• I.T./Networking
• HTML/web design
• Database structure
• Experience in technical troubleshooting on SaaS-based platforms, along with
• understanding of AWS and Google Cloud environments, would be an added advantage.
• Experience with Elasticsearch and log monitoring is an added advantage

Note : Comfortable working overlapping U.S. time zones, with occasional weekend support as required.

Bachelor’s degree in Engineering, Computer Science, or equivalent degree- B.Tech, MCA.

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

Engineering