Platform Support Engineer

Origami Risk

full-time

Posted on: 10/4/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $97,000 - $122,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AzureCloudJavaScript.NETServiceNow

About the role

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

Requirements

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

Benefits

Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
Paid Time Off – Flexible options plus 10 paid company holidays where available**
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

technical troubleshootingREST APIsC#.NETJavaScriptdata collection toolsticketing systemsSaaScloud-based infrastructureperformance analysis

Soft skills

problem-solvingcommunicationmentorshipcollaborationstrategic thinkingindependenceteamworkcustomer serviceanalytical thinkingadaptability

Certifications

Bachelor’s degree in computer scienceBachelor’s degree in Information TechnologyBachelor’s degree in informatics