Application Analyst

Posting Type

Remote

Job Overview

Relativity is a leading legal data intelligence company building technology that helps users organize data, discover the truth, and act on it with confidence. Our AI-powered, cloud platform, RelativityOne, transforms massive volumes of complex information into actionable insights for litigation, investigations, regulatory inquiries, data breach responses, and other high-stakes legal work where accuracy and trust are crucial.

The world’s largest law firms, corporations, and government agencies rely on Relativity’s legal AI software to securely surface and manage the most relevant and impactful information in their matters. Beyond our commercial impact, we are committed to expanding access to technology and supporting pro bono legal work.

WHAT WE DO

The Application Analyst is the entry point into Relativity's technical career ladder for Product Support - a highly technical, platform-troubleshooting role, not a call-center position. Application Analysts diagnose and resolve incidents on the RelativityOne / Relativity Server platform for a mix of technical and non-technical customers, working within an assigned product vertical (e.g., Core Review, Search & Analytics, Processing & Imaging, Data Transfer, Platform & Infrastructure).

ABOUT THE ROLE

This role is designed for someone early in a SaaS technical-support career who is building foundational skills in SQL, Windows/networking fundamentals, and the Relativity platform itself, while developing the judgment to know when to resolve independently and when to escalate. Application Analysts work high ticket volume with close adherence to documented procedures and Service Level Agreements (SLAs), and rely heavily on the team's knowledgebase, swarming channels, and senior technicians for guidance on anything outside known patterns.

Job Description and Requirements

WHAT YOU’LL DO

Technical Troubleshooting & Support

• Triage, diagnose, and resolve incoming incidents and service requests logged in Salesforce, following documented Standard Operating Procedures (SOPs) and knowledgebase (KB) articles.

• Run basic SQL queries against Relativity databases to investigate and confirm root cause for common issues (e.g., workspace configuration, permissions, saved searches, imaging/processing errors).

• Recognize when an issue falls outside known patterns and initiate a swarm with teammates or a specialist before escalating further.

• Support day-one troubleshooting of RelativityOne AI applications (e.g., aiR for Review, aiR Assist, aiR for Case Strategy) at a foundational level, partnering with senior teammates on anything beyond basic configuration questions.

AI-Enabled Support Workflow

• [AI] Utilize AI-assisted tools throughout the support workflow (triage, research, drafting responses) to resolve tickets faster and more accurately, continuously adapting as new tools and capabilities are introduced.

Customer Interaction & Advocacy

• Respond to client questions, problems, and work requests via phone, email, and ticketing within SLA.

• Deliver clear, empathetic, and accurate communication to a mix of technical and non-technical customers, translating platform behavior into plain language.

• Take the initiative to share best practices on the use of Relativity when interacting with customers.

Product, Vertical & Platform Expertise

• Build foundational knowledge of the Relativity platform and the assigned product vertical; actively pursue RelativityOne Certified Professional and RelativityOne Review Professional certifications.

• Stay current on new Relativity features and releases relevant to the assigned vertical, including newly supported AI applications.

Collaboration, Escalation & Swarming

• Partner with senior-level teammates as needed to troubleshoot and resolve customer incidents, using swarming as the first line of support before escalating.

• Follow the team's escalation path (vertical → specialist → engineering / DB Services / Site Services, as applicable) and Urgent Transition (UT) process for issues that must move between shifts or regions.

• Contribute to and follow Knowledge-Centered Support (KCS) practices, including flagging gaps in existing KB articles.

Process, Documentation & Quality

• Create, categorize, update, escalate, transition, and resolve tickets in Salesforce with accurate documentation to support historical reporting.

• Maintain close attention to detail when coding and documenting tickets to ensure accurate reporting and historical data integrity.

• Track time daily and monitor assigned open tickets, updating customers on a timely basis.

Metrics & Continuous Improvement

• Meet identified goals with respect to Customer Support KPIs (e.g., SLA adherence, first response time, quality).

• Accept feedback from peers, Shift Leads, and management, and demonstrably apply it to improve technical accuracy and communication.

WHAT WE’RE LOOKING FOR

Required

• Prior customer support experience; SaaS or technology environment strongly preferred.
• Demonstrated aptitude for, or early experience with, SQL, Windows platforms, and troubleshooting technical issues - willingness to rapidly build depth in these areas is essential.

• Client-focused mindset with the ability to understand and manage customer expectations under SLA pressure.

• Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.

• Comfortable working in a fast-paced, high-ticket-volume technical environment with defined procedures.

• Ability to travel up to 10% of the time for training or customer engagements, as needed.

Relativity is a diverse workplace with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Two, week-long company breaks per year

Additional time off

Long-term incentive program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is betweenfollowing values:

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills: