Client Support Analyst – Engineer

Origami Risk

. Own client support cases from intake through resolution according to assigned scope, service level objectives, and procedures .

Posted 9/18/2026full-timeUnited StatesJunior💰 $66,000 - $97,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client support for enterprise B2B SaaS applications, utilizing SQL and scripting languages for troubleshooting and diagnostics. Capable of managing client communications effectively while applying knowledge of the Origami platform and its configurations.

Highest-signal resume keywords

SQL QueryingJavaScript ScriptingOrigami Platform KnowledgeClient CommunicationAnalytical Thinking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLJavaScriptXMLData AnalysisTroubleshootingPlatform ConfigurationSaaS SupportTechnical SupportData ModelingIntegrations

Soft Skills

Clear CommunicationCollaborationAttention to DetailAnalytical ThinkingInfluencing Skills

Tools & Technologies

Origami PlatformDatabase Query ToolsCloud-Based EnvironmentsEnterprise Application Architecture

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceBachelor’s Degree in Information Systems

Industry Keywords

B2B SaaSInsurance WorkflowsClaimsPolicyUnderwritingLoss ControlRIMS

Tech Stack

Tools & technologies

CloudJavaJavaScriptSQL

About the role

Key responsibilities & impact

Own client support cases from intake through resolution according to assigned scope, service level objectives, and procedures
Conduct structured troubleshooting by gathering context, analyzing data, and validating hypotheses
Resolve issues within scope and escalate cases requiring additional expertise with complete documentation and supporting data
Provide timely updates to clients on active outage cases based on Tier 2 information
Serve as a client-facing point of contact and communicate through video calls and case messaging
Explain technical concepts, actions taken, and outcomes in audience-appropriate language
Manage expectations regarding timelines, next steps, and resolution paths
Apply knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues
Use SQL or equivalent query tools to investigate data-related issues
Use scripting or markup languages such as JavaScript and XML for troubleshooting
Perform basic platform configuration, including user/role changes, simple form edits, and minor SQL adjustments
Partner with Technical Account Management and Client Success
Produce case documentation, knowledge resources, troubleshooting guides, and runbooks
Identify recurring issues, trends, and gaps and share insights with Support Leadership and partner teams
Participate in post-incident reviews and continuous improvement
Record hours worked according to Origami’s time entry policy
Client Support Analysts primarily handle Tier 1 support, first-contact resolution, how-to questions, standard configuration issues, and known product behavior
Client Support Engineers handle more complex Tier 1 cases, may serve as informal Team Leads, and/or work on Tier 2 teams with deeper investigation

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
1+ 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 and attention to detail
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 ability to map operational processes to product capabilities

Benefits

Comp & perks

Bonus eligibility
Medical and dental coverage for employees, dependents, domestic partners, and spouses
Flexible paid time off and sick leave benefits (flexible PTO not available in California or the UK)
10 paid company holidays where available
Fully paid vision insurance
Short- and long-term disability insurance
Basic life insurance
Generous family leave, including adoption and foster care placements
Flexible Spending Account
Health Savings Account
Commuter Benefits
Dependent Care Savings Account
401(k) with company match up to 4%
Employee Assistance Program (EAP)
Education Assistance Program for industry/role-specific certifications
Wellness reimbursement program
Pet insurance
Critical illness insurance
Voluntary life and AD&D coverage
Many full-time positions eligible to be completely remote