{"id":1774464,"url":"https://alion.io/job/origami-risk-llc-client-support-engineer","title":"Client Support Engineer","company":{"id":7314,"name":"Origami Risk","domain":"origamirisk.com","url":"https://alion.io/company/origami-risk-llc","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santo Domingo, Dominican Republic"],"countries":["DO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":150000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":538},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-03T16:08:49Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-08T23:13:46Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Overview\nClient 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.\nTeam 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.\nResponsibilities\nCase Management & Issue Resolution\nOwns client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures.\nConducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses.\nIndependently 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.\nOwns a direct transfer path to Platform Support, when a case has been flagged as a potential defect.\nManages 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.\nClient Communication & Experience\nServes as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness.\nExpected to use most effective communication methods to resolve cases primarily through video calls and messaging within a case.\nProvides accurate and proactive updates throughout the case lifecycle.\nExplains technical concepts, actions taken, and outcomes in language appropriate to the audience.\nManages expectations regarding timelines, next steps, and resolution paths.\nExpected 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. \nTechnical Investigation & Platform Knowledge\nApplies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues. \nUses SQL or equivalent query tools to investigate and validate data-related issues. \nLeverages scripting or markup languages (ie. JavaScript, XML) where applicable to supporttroubleshooting.\nMaintains awareness of platform changes, releases, and relevant industry or regulatory considerations.\nDemonstrates strong technical proficiency in validating customer-reported defects by reproducing issues, analyzing platform behavior, and confirming root-cause indicators before transferring to Platform Support.\nPerforms deep technical troubleshooting, including log analysis, configuration tracing, dependency mapping, and multivariable isolation to identify true root cause.\nPerforms cross-environment changes (staging to production) using proper migration, testing, rollback and approval of workflows.\nCross-Functional Collaboration\nPartners with Technical Account Management, and Client Success to resolve issues effectively.\nCommunicates client impact and urgency, cross-functional discussions and case transfers.\nSupports high-impact or sensitive cases with sound judgment and composure.\nServes 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.\nOwns 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.\nDocumentation, Knowledge Sharing & Improvement\nProduces clear, accurate case documentation that supports efficient resolution and downstream work.\nContributes to internal knowledge resources, troubleshooting guides, and runbooks.\nIdentifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams.\nParticipates in post-incident reviews and continuous improvement efforts.\nRecords hours worked in accordance with Origami's time entry policy.\nLeads Tier 1 enablement for new releases, translating product capabilities into practical, support-readytraining, demonstrations and documentation.\nQualifications\nBachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.\nFluency in English.\n5+ years of experience supporting enterprise B2B SaaS applications in a technical support, support engineering, or similar role.\nAbility to query and analyze data using SQL or equivalent database query tools.\nWorking knowledge of at least one scripting or markup language (i.e. JavaScript, Java, XML, or similar) for troubleshooting and diagnostics.\nExperience navigating complex SaaS platforms, configurations, and integrations.\nFamiliarity with cloud-based environments and enterprise application architecture.\nStrong analytical thinking, attention to detail, and ability to troubleshoot ambiguous, multi-system issues.\nClear written and verbal communication skills, especially under pressure.\nStrong collaboration skills with the ability to influence without formal authority.\nPreferred: Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS) and the ability to map operational processes to product capabilities.\nWho We Are\nOrigami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.\nFounded 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.\nA singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions.\nOrigami 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.\nCaution: 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 .","description_format":"text","description_chars":7908,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Health Care","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-03T16:08:49Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":40,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/origami-risk-llc-client-support-engineer","json_url":"https://alion.io/job/origami-risk-llc-client-support-engineer.json","meta":{"generated_at":"2026-10-09T01:15:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1970,"day_limit":5000,"remaining_today":3030,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7314},"rest":"https://alion.io/mcp/rest/get_company?id=7314"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forigami-risk-llc-client-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Forigami-risk-llc-client-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Forigami-risk-llc-client-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/origami-risk-llc-client-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forigami-risk-llc-client-support-engineer"}]}