Client Support Analyst/Engineer

Summary

Origami Risk delivers single-platform SaaS solutions for risk, insurance, compliance, and safety management. The Client Support Analyst/Engineer provides client-facing technical support, investigates and resolves issues across Tier 1 and Tier 2 queues, communicates with clients, and contributes to documentation and continuous improvement.

Responsibilities

• Owns client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures
• Conducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses
• Independently resolves issues within their scope and promptly escalates those requiring additional expertise. Ensures all escalations include complete documentation, a clear problem statement, and all relevant supporting data
• Provides timely updates to clients on active outage cases based on Tier 2 information, ensuring affected clients remain informed and that any critical impacts or concerns are promptly relayed back to Tier 2 for outage management
• Serves as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness
• Expected to use most effective communication methods to resolve cases primarily through video calls and messaging within a case
• Provides accurate and proactive updates throughout the case lifecycle
• Explains technical concepts, actions taken, and outcomes in language appropriate to the audience
• Manages expectations regarding timelines, next steps, and resolution paths
• Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues
• Uses SQL or equivalent query tools to investigate and validate data-related issues
• Leverages scripting or markup languages (ie. JavaScript, XML) where applicable to support troubleshooting
• Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations
• Identifies qualified vs. unqualified incidents (Origami platform error vs. customer-induced)
• Provides clear problem statements, environment/version info, steps to reproduce, impact, and attachments
• Executes basic platform configuration such as user/role changes, simple form edits, and minor SQL adjustments
• Partners with Technical Account Management, and Client Success to resolve issues effectively
• Communicates client impact and urgency, cross-functional discussions and case transfers
• Supports high-impact or sensitive cases with sound judgment and composure
• Produces clear, accurate case documentation that supports efficient resolution and downstream work
• Contributes to internal knowledge resources, troubleshooting guides, and runbooks
• Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams
• Participates in post-incident reviews and continuous improvement efforts
• Records hours worked in accordance with Origami's time entry policy
• Primarily focused on Tier 1 support and first-contact resolution. In some cases, may be assigned to a Tier 2 team
• Handles how-to questions, standard configuration issues, and known product behavior
• Follows defined troubleshooting paths and escalation criteria
• Builds foundational product, process, and technical knowledge under guidance
• Handles more complex Tier 1 cases, serves as an informal Team Lead as needed in Tier 1, and/or may be assigned to work on a Tier 2 team
• Owns deeper investigation with guidance while developing independent technical judgment
• Operates within Tier 1 or Tier 2 queues based on skill alignment, readiness, and business need
• Represents the transition from procedural execution to analytical problem-solving

Skills

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
• 1+ years of experience supporting enterprise B2B SaaS applications in a technical support, support engineering, or similar role
• Ability to query and analyze data using SQL or equivalent database query tools
• Working knowledge of at least one scripting or markup language (i.e. JavaScript, Java, XML, or similar) for troubleshooting and diagnostics
• Experience navigating complex SaaS platforms, configurations, and integrations
• Familiarity with cloud-based environments and enterprise application architecture
• Strong analytical thinking, attention to detail, and ability to troubleshoot ambiguous, multi-system issues
• Clear written and verbal communication skills, especially under pressure
• Strong collaboration skills with the ability to influence without formal authority
• Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS) and the ability to map operational processes to product capabilities

Qualifications

Must Haves

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
• 1+ years of experience supporting enterprise B2B SaaS applications in a technical support, support engineering, or similar role
• Ability to query and analyze data using SQL or equivalent database query tools
• Working knowledge of at least one scripting or markup language (i.e. JavaScript, Java, XML, or similar) for troubleshooting and diagnostics
• Experience navigating complex SaaS platforms, configurations, and integrations
• Familiarity with cloud-based environments and enterprise application architecture
• Strong analytical thinking, attention to detail, and ability to troubleshoot ambiguous, multi-system issues
• Clear written and verbal communication skills, especially under pressure
• Strong collaboration skills with the ability to influence without formal authority

Nice to Haves

• Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS) and the ability to map operational processes to product capabilities

Benefits

• Eligible for a bonus
• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
• Flexible PTO not available in California or the UK