Client Support 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.

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.
• Owns a direct transfer path to Platform Support, when a case has been flagged as a potential defect.
• Manages outage coordination, including creating the parent case, communicating the number of affected clients with active cases to engineering, and issuing standardized updates to keep impacted clients informed on progress toward resolution.

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.
• Expected to serve as the primary client point of contact for defect-flagged cases within Platform Support, providing regular updates, according to Service Level Agreements (SLAs), and setting clear timeline expectations as the case progresses.

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 supporttroubleshooting.
• Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations.
• Demonstrates strong technical proficiency in validating customer-reported defects by reproducing issues, analyzing platform behavior, and confirming root-cause indicators before transferring to Platform Support.
• Performs deep technical troubleshooting, including log analysis, configuration tracing, dependency mapping, and multivariable isolation to identify true root cause.
• Performs cross-environment changes (staging to production) using proper migration, testing, rollback and approval of workflows.

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.
• Serves as the first point of contact for Professional Services flagged defects, collaborating to validate the defect and ensuring transfer of case to Platform Support, continuing to update Professional Services on progress or further information that is needed.
• Owns the direct transfer pathway to Platform Support for cases flagged as potential defects, maintaining client ownership while collaborating closely with Platform Support to determine next steps and provide updates on the defect’s status and prognosis.

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.
• Leads Tier 1 enablement for new releases, translating product capabilities into practical, support-readytraining, demonstrations and documentation.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• Fluency in English.
• 5+ 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.
• Preferred: Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS) and the ability to map operational processes to product capabilities.

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].