Client Support Analyst/Engineer
- Compensation
- Not disclosed
- Location
- Remote, US
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 1+ years
- Category
- Support
- Posted
Skills
Must have
- 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.
Full description
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.