Client Support Engineer
- Compensation
- Not disclosed
- Location
- Santo Domingo, DO
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Support
- Posted
Skills
Must have
- 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.
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.
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.