Client Support Analyst/Engineer

Overview

Client Support professionals are responsible for delivering client-facing, high-quality, timely, and technically accurate support to Origami Risk clients. This job family spans foundational support through advanced technical investigation, combining strong customer communication, disciplined case management, and increasing technical depth to resolve issues and protect client confidence in platform stability.

Team members handle client support cases of varying complexity depending on role level, experience, and assignment. Responsibilities may include Tier 1 support, Tier 2 support, advanced technical investigation, or specialized support functions. Across all levels, individuals are expected to investigate issues thoroughly, communicate clearly with clients and internal teams, and document findings accurately to support resolution and continuous improvement. These roles will be responsible for managing cases in one of the two support queues available (Tier 1 or Tier 2) with the goal of ensuring a cohesive and effective support experience.

Starting base pay for this role is between $66,000 and $97,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

Responsibilities

Case Management & Issue Resolution

• 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.

Client Communication & Experience

• 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.

Technical Investigation & Platform Knowledge

• 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.

Cross-Functional Collaboration

• 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.

Documentation, Knowledge Sharing & Improvement

• 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

Role Scope & Level Distinctions:

• Client Support Analyst
  • 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.
• Client Support Engineer
  • 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.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practicalexperience.
• 1+ years of experience supporting enterprise B2B SaaS applications in a technical support, support engineering, orsimilar 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-systemissues.
• Clear written and verbal communication skills, especially under pressure.
• Strong collaboration skills with the ability to influence without formal authority.
• Preferred: Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS) andthe ability to map operational processes to product capabilities.

Benefits

• 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

Who We Are

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions.

Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution: Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email [email protected].