Client Support Analyst II

About the role

The Client Support Analyst II provides high‑quality, timely, and technically accurate assistance to Origami Risk customers. Working within a dedicated support queue, the analyst manages cases from intake through resolution while maintaining strong communication with clients and internal teams.

Key responsibilities

• Own client support cases end‑to‑end, adhering to service level objectives and escalation procedures.
• Conduct structured troubleshooting by gathering context, analyzing data, and validating hypotheses.
• Provide regular, clear updates to clients, especially during outage situations, and relay critical information to Tier 2 teams.
• Serve as the primary client‑facing point of contact, using video calls and messaging to resolve issues efficiently.
• Apply knowledge of the Origami platform, configurations, data models, and integrations to diagnose and resolve incidents.
• Use SQL and scripting/markup languages to investigate data‑related problems and reproduce issues.
• Document problem statements, environment details, steps to reproduce, impact, and attachments for each case.

Required profile

• Strong analytical and investigative skills with the ability to work independently.
• Excellent written and verbal communication, capable of explaining technical concepts to non‑technical audiences.
• Attention to detail and disciplined case management practices.
• Ability to prioritize and manage multiple cases while meeting defined timelines.

Required skills

• SQL (or equivalent query tools)
• JavaScript
• XML

What we offer

• Opportunity to work with a leading risk‑management platform.
• Collaborative environment with clear career progression paths.
• Access to ongoing training and professional development.