Client Support Analyst/Engineer

Case Management & Issue Resolution:

• Own client support cases from intake through resolution, following defined procedures and service level objectives.
• Conduct structured troubleshooting by gathering context, analyzing data, and validating hypotheses.
• Escalate cases requiring additional expertise with complete documentation and clear problem statements.

Client Communication & Experience:

• Serve as a client-facing point of contact, maintaining professionalism, clarity, and responsiveness.
• Provide accurate and proactive updates throughout the case lifecycle, explaining technical concepts in audience-appropriate language.
• Manage expectations regarding timelines, next steps, and resolution paths.

Technical Investigation & Platform Knowledge:

• Apply knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues.
• Use SQL and scripting languages like JavaScript and XML to investigate and validate data-related issues.
• Identify qualified vs. unqualified incidents and execute basic platform configurations as needed.