Client Support Engineer

About the role

Origami Risk is seeking a Client Support Engineer to deliver high‑quality, timely, and technically accurate support to its enterprise SaaS customers. The role involves managing support cases from intake through resolution, collaborating with internal teams, and ensuring client confidence in platform stability.

Key responsibilities

• Own client support cases end‑to‑end, adhering to service level objectives and escalating when needed.
• Communicate clearly with clients via video calls and messaging, providing proactive updates and managing expectations.
• Perform technical investigations using SQL, JavaScript, XML, and log analysis to diagnose and resolve issues.
• Coordinate outage communication, create parent cases, and keep affected clients informed throughout resolution.

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 and strong analytical, written, and verbal communication skills.

Required skills

• Proficiency with SQL or equivalent database query tools.
• Working knowledge of at least one scripting or markup language (e.g., JavaScript, XML).
• Experience with cloud‑based environments and enterprise application architecture.
• Ability to troubleshoot complex, multi‑system SaaS platforms.