[Remote] Client Support Analyst II

Note: The job is a remote job and is open to candidates in USA. Origami Risk is a company that specializes in risk management technology and is seeking a Client Support Analyst II. The role involves delivering high-quality support to clients, managing support cases, conducting technical investigations, and ensuring effective communication throughout the case lifecycle.

Responsibilities

• 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
• 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
• 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 (ie. 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
• Partners with Technical Account Management, and Client Success to resolve issues effectively
• Communicates client impact and urgency, cross-functional discussions and case transfers
• Supports high-impact or sensitive cases with sound judgment and composure
• 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

Skills

• 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
• Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting
• JavaScript, XML experience
• 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
• Insurance or Risk industry experience preferred

Benefits

• Bonus
• Competitive medical, dental, and vision benefits
• Wellness reimbursement
• Life insurance
• 401(k) with company match
• Vacation and sick leave benefits (under a flexible time off policy in most states)
• 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

Company Overview