Platform Support Engineer

The Platform Support Engineer is responsible for providing advanced technical support, troubleshooting complex issues, and collaborating with cross-functional teams to deliver exceptional service to our customers.  This role is the frontline of incoming bug and feature requests into the organization, responding to support tickets accurately and effectively to improve the experience of both our clients and our internal colleagues.

Starting base pay for this role is between $97,000 and $122,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

• Manages and prioritizes support tickets according to SLAs, ensuring timely resolution and effective communication with customers and internal teams. Provides regular updates and post-incident analysis to stakeholders
• Conducts thorough investigations to identify the root causes of system failures, performance bottlenecks, and other technical challenges. Collaborates on effective solutions to address underlying issues and prevent recurrence
• Provides frontline technical support to resolve platform related issues reported by customers and internal stakeholders
• Provides guidance and mentorship to junior team members, helping them develop skills and expertise in the Origami platform, technical troubleshooting, and communication skills
• Partners with other members of the Platform Support team to share technical knowledge, ensuring team members can collaborate and work together to resolve issues
• Collaborates closely with Engineering, Cloud Operations, Professional Services, and other stakeholders to implement best practices, share knowledge, and drive continuous improvement in our platform and related technologies
• Routes incoming requests accordingly per guidelines, ensuring the proper stakeholders receive correct information in a timely fashion
• Maintains comprehensive documentation of support processes, troubleshooting procedures, and system configurations
• Generates reports and analysis to track trends, identify recurring issues, and recommend proactive solutions. Uses industry standard monitoring tools troubleshoot and drive issue resolution
• Ensures timely and audience appropriate communication when necessary

• Bachelor’s degree in computer science, Information Technology, informatics, or other related field
• 5+ years of experience in a support team or similar role within a SaaS environment
• Experience with ticketing systems and software (ServiceNow, JIRA, Asana, Aha, Azure DevOps, or others)
• Excellent problem-solving and troubleshooting skills and an ability to use various data collection tools and methodologies to analyze problems and develop solutions
• Excellent communication skills, including the ability to communicate and partner across teams and organizations
• Knowledge of and experience working with REST APIs
• Demonstrated ability to learn quickly within a fast-paced team, including highly technical topics
• Ability to work independently, think strategically, and partner with stakeholders of various types to effectively work on multiple tasks and contribute to the team
• Experience mentoring team members and colleagues
• Experience with C#, .NET, JavaScript, or other programming languages preferred
• Experience with cloud-based infrastructure and services preferred

• 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

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions. 

Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution: Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email transparencycheck@origamirisk.com.