Client Support Engineer

About the role

Origami Risk is seeking a Client Support Engineer to deliver high‑quality, timely, and technically accurate assistance to its SaaS platform users. The role involves managing support 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 using data analysis, SQL queries, and scripting to validate hypotheses.
• Manage outage coordination, create parent cases, and provide standardized updates to affected clients.
• Serve as the primary client point of contact, delivering clear, proactive updates via video calls and messaging.
• Collaborate with Technical Account Management, Client Success, and Platform Support to resolve complex issues and flag potential defects.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• 5+ years of experience supporting enterprise B2B SaaS applications in a technical support or support engineering role.
• Fluency in English with strong written and verbal communication skills.
• Ability to work independently, prioritize cases, and influence cross‑functional teams without formal authority.

Required skills

• SQL for data querying and analysis.
• JavaScript and XML (or similar scripting/markup languages) for troubleshooting.
• Experience with cloud‑based environments and enterprise application architecture.
• Proficiency in diagnosing complex SaaS platform configurations and integrations.
• Strong analytical thinking and attention to detail for multi‑system issue resolution.