Technical Support Application Analyst (Flexible Shifts)

Posting Type

Remote/Hybrid

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

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?

The Application Analyst is responsible for creating, resolving, and maintaining support tickets, providing client support via phone and ticketing systems, and collaborating within their product vertical to resolve issues and escalate as needed. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

ABOUT THE ROLE

On a daily basis, the Application Analyst creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Application Analyst maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Product Support. This role operates under the Flexible Schedule Model, with 8-hour shifts scheduled within flexible time windows (6am-12am CEST) to support global coverage (compensation differential applies).

Job Description and Requirements

WHAT YOU’LL DO

• Use SQL applications and toolsto run basic SQL queries

• Respond to client questions, problems, and work requests on a daily basis

• Develop an expertisein company products and services and the initiative to take an active role in sharing this knowledge with customers

• Partner with senior level team members as needed to troubleshoot and resolve customer incidents

• Have or develop the experience to capably perform the Application Analyst position responsibilities

Policy and Procedure Skills

• Follow appropriate proceduresfor creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accuratereporting and maintaininghistorical ticket data

• Monitor assigned open tickets, contact customers, and update tickets on a timelybasis

• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identifiedfor on-call or as requested by management. Early/Late shifts and on-callcould be required ofthe qualified Application Analyst staff

• Complete all daily tasks and projects

• Track time daily

WHAT WE’RE LOOKING FOR

Expectations of the Role

• Provide excellent customer service using the communication methods designatedby Relativity

• Is flexible to workan8-hour shift ranging from 6am-12am CEST (Poland) Time.

• Demonstrate initiative to learnnew skills, such as SQL applications and tools to run basic SQL queries

• Meet identified goals regardingcustomerservice techsupport metrics

• Commitment to and consistent demonstration ofcore company values

Your Skills

• Customer support experience

• Client-focused and ability to understand expectations

• Direct experience supporting clients as a primary contact or lead using phone and email

• Experience troubleshooting complex issues

• SQL and Windows platform experience

• Travel 10% of the time

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'reempowered 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: