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 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

• 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.
• Insurance or Risk industry experience preferred.
• 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.

• 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