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Platform Support Specialist
3 months ago
As a Platform Support Specialist, you will be 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 in order to improve the experience of both our clients and our internal colleagues.
Starting base pay for this role is between $75,000 and $100,000. 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).
Responsibilities
- 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.
- Provides frontline technical support to resolve platform related issues reported by customers and internal 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.
- 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 Development, 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.
- Ensures timely and audience appropriate communication when necessary.
- Additional duties as assigned.
Qualifications
- Bachelor's degree in computer science, Information Technology, informatics, or other related field.
- 3+ 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
- 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 with C#, .NET, JavaScript, or other programming languages preferred.
- Experience with cloud-based infrastructure and services preferred.
Who We Are
Origami Risk provides integrated SaaS solutions to organizations across the risk and insurance ecosystem - from insured corporate and public entities to brokers and risk consultants, insurers, third party claims administrators (TPAs), and risk pools. We deliver our risk management and insurance core system solutions from a cloud-based platform that is highly configurable, completely scalable, and accessible via web browser and mobile app.
Dais Technology, a subsidiary of Origami Risk, provides a no-code platform that revolutionizes insurance product creation for MGAs, insurers, and reinsurers. Dais' event-based architecture enables AI-driven bundling, automation, and real-time deployment.
Solutions from Origami Risk and Dais Technology are backed by a best-in-class service team of experienced risk and insurance professionals who possess a balance of industry knowledge and technological expertise. A singular focus on helping clients achieve their business objectives underlies our approach to developing, implementing, and supporting our risk management, safety, compliance, and insurance core system technology 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.
