Client Support Analyst II

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.

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 will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match.

We offer vacation and sick leave benefits (under a flexible time off policy in most states).

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.
• 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.

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 (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.

Cross‑Functional Collaboration

• 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.

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…