Client Support Analyst II — Remote & Impactful Tech Support

Origami Risk; Seattle (WA); Hybrid; USD 66,000 - 82,000; Full time

Benefits offered by this job

Medical and Dental coverage

Flexible PTO

401(k) with company match

Vision insurance

Life Insurance

Wellness reimbursement

Education Assistance

EAP

Wellness Benefits

Pet Insurance

Critical Illness Insurance

Voluntary Life & AD&D

Hybrid/Remote options

Job summary

Origami Risk is hiring for a Client Support professional to deliver high-quality, timely, and technically accurate assistance to clients. The role spans Tier 1–2 support, from intake to resolution, with a focus on structured troubleshooting, cross‑functional collaboration, and thorough documentation.

The candidate should have a Bachelor’s degree in a technical field and 1+ years in B2B SaaS support, including experience with Salesforce or ServiceNow, and basic SQL/JavaScript/XML skills.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical field.
• 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.

Responsibilities

• Owns client support cases from intake through resolution in alignment with scope and SLOs.
• Conducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses.
• Independently resolves issues within scope and escalates when needed with complete documentation.
• Provides timely updates to clients on active outage cases and communicates impact clearly to stakeholders.
• Explains technical concepts and outcomes in language appropriate to the audience and manages expectations.
• Produces clear case documentation and contributes to knowledge resources and runbooks.

Skills

Customer support

Case management

Technical communication

Time management

Cross‑functional collaboration

Attention to detail

Learning agility

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

ServiceNow

SQL

JavaScript

XML

Job description

Origami Risk is hiring for a Client Support professional to deliver high-quality, timely, and technically accurate assistance to clients. The role spans Tier 1–2 support, from intake to resolution, with a focus on structured troubleshooting, cross‑functional collaboration, and thorough documentation.

The candidate should have a Bachelor’s degree in a technical field and 1+ years in B2B SaaS support, including experience with Salesforce or ServiceNow, and basic SQL/JavaScript/XML skills.