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Origami Risk is seeking a Client Support Engineer to deliver high-quality, technically accurate support to enterprise clients using their risk management SaaS platform. This role combines customer-facing support with technical troubleshooting across Tier 1 and Tier 2 support queues.
Key Responsibilities:
- Own client support cases from intake through resolution, conducting structured troubleshooting and escalating complex issues appropriately
- Serve as primary client-facing contact, maintaining professionalism and responsiveness through video calls and case messaging
- Perform technical investigation using SQL and scripting languages (JavaScript, XML, Java) to diagnose data and configuration issues
- Manage outage coordination, including parent case creation, client communication, and engineering updates
- Collaborate with Technical Account Management, Client Success, and Platform Support teams to resolve high-impact cases
- Reproduce and validate customer-reported defects, performing deep technical troubleshooting including log analysis and root-cause identification
- Execute cross-environment changes (staging to production) with proper migration, testing, and rollback workflows
- Produce clear case documentation and contribute to internal knowledge resources, troubleshooting guides, and runbooks
- Identify recurring issues and trends, sharing insights with Support Leadership
- Lead Tier 1 enablement for new releases, translating product capabilities into practical training and documentation
About Origami Risk:
Origami Risk delivers single-platform SaaS solutions for risk, insurance, compliance, and safety management. The company serves insurers, MGAs, TPAs, and brokers with configurable, intuitive, and scalable technology.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent practical experience)
- Fluency in English
- 5+ years of experience supporting enterprise B2B SaaS applications in 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 (JavaScript, Java, XML, or similar)
- 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 ability to influence without formal authority
Preferred:
- Knowledge of insurance workflows (Claims, Policy, Underwriting, Loss Control, RIMS)
- Ability to map operational processes to product capabilities
