Client Support Manager

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 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 or follow us on LinkedIn.

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.

Youll 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 Ontics 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

Masters 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.

Bachelors degree in Engineering Computer Science or equivalent degree- MCA.

Dont 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 youre 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 or call

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Department / Functional Area : Engineering

Experience : years

Vacancy : 1