Client Support Analyst II

Client Support professionals deliver client-facing, high-quality, timely, and technically accurate support to Origami Risk clients. This role 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.

About the Role

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 manage cases in one of two support queues (Tier 1 or Tier 2) to ensure 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.
  • 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.
  • Uses the 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.
• Technical Investigation & Platform Knowledge
  • Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues.
  • Uses SQL or equivalent query tools to investigate and validate data-related issues.
  • Leverages scripting or markup languages (e.g., JavaScript, XML) where applicable to support troubleshooting.
  • Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations.
  • Identifies qualified vs. unqualified incidents (Origami platform error vs. customer-induced).
  • Provides clear problem statements, environment/version info, steps to reproduce, impact, and attachments.
  • Executes basic platform configuration such as user/role changes, simple form edits, and minor SQL adjustments.
• Cross-Functional Collaboration
  • Partners with Technical Account Management and Client Success to resolve issues effectively.
  • Communicates client impact and urgency in cross-functional discussions and case transfers.
  • Supports high-impact or sensitive cases with sound judgment and composure.
• Documentation, Knowledge Sharing & Improvement
  • Produces clear, accurate case documentation that supports efficient resolution and downstream work.
  • Contributes to internal knowledge resources, troubleshooting guides, and runbooks.
  • Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams.
  • Participates in post-incident reviews and continuous improvement efforts.
  • Records hours worked in accordance with Origami's time entry policy.

Requirements

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 1+ years of experience in technical customer support or application support roles in B2B SaaS.
• 1+ years of experience handling queue-based work in Salesforce, ServiceNow, or related platform.
• Strong customer service orientation with the ability to communicate technical concepts clearly to non-technical users.
• Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations.
• Willingness to learn new tools, processes, and product areas in a fast-paced environment.
• Insurance or Risk industry experience preferred.
• Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting.
• Experience with JavaScript and XML.
• Ability to independently resolve the full breadth of Tier 1 cases with minimal oversight.
• Strong judgment and decision-making skills to determine when and how to escalate cases appropriately.
• Ability to handle sensitive, high-impact, or high-visibility Tier 1 cases with discretion and professionalism.
• Ability to produce high-quality, thorough case documentation that supports efficient downstream work.
• Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers.
• Ability to support onboarding and knowledge transfer for new CSAs through peer coaching and guidance.
• Ability to identify recurring issues or documentation gaps and contribute meaningful improvements.

Pay

Starting base pay for this role is between $66,000 and $82,000. 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 is also eligible for a bonus.

Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses.
• Paid Time Off – Flexible options plus 10 paid company holidays where available.
• All full-time positions are hybrid, with many eligible to be completely remote.
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance.
• Generous family leave options—including adoption and foster care placements.
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account.
• Retirement Savings – 401(k) with company match up to 4%.
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications.
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications.
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management.
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage.