{"id":587288,"url":"https://alion.io/job/relativity-technical-support-specialist-evening","title":"Technical Support Specialist - Evening","company":{"id":2576,"name":"Relativity","domain":"relativity.com","url":"https://alion.io/company/relativity","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States","New York, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":137000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-30T01:43:08Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"Posting Type\nRemote/Hybrid\nJob Overview\nThe Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge.On a daily basis, the Technical Support Specialist 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 Technical Support Specialist 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. The working hours are a 9-hour Monday-Friday shift ranging from 1pm-2am CST with a 1-hour meal break, and the evening shift offers a compensation differential.\nJob Description and Requirements\nKey Responsibilities\nTechnical Support& Troubleshooting:Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.\n\nKnowledge Expertise: Developexpertisein the company's products and services, proactively aidingcustomersand partnering with senior team members for resolving complex incidents.\n\nTicketManagement: Efficiently create, categorize, update, escalate, and resolve tickets while ensuringaccuratedocumentation in Salesforce for historical data and reporting accuracy.\n\nCommunication:Maintainresponsive communication withcustomers, adhering to service levelagreementsand updating tickets promptly.\n\nCollaboration and Reporting: Work collaboratively with team members across different verticals for quality service delivery and inform management about significant issues affecting performance,customerperception, and project progress.\n\nRequired Skillsand Expectations\nTechnical Proficiency: Demonstratesinitiative in acquiringnew skills in SQL, the Relativity platform, and troubleshooting routine technical issues. Developsknowledge of Relativity products in assigned vertical. Has basic knowledge of standard procedures and workflows. Holds Relativity certifications as applicable.\n\nCustomer Service Excellence:Commitment to providing exemplary customer service asguided and outlined in SLAs.Proven customer support experience, ideally within a tech or SaaS environment.Customer-focused approach with agrowingunderstanding of customer expectationsand perspectives.\n\nAnalytical & Problem-Solving:Can solve basic problemswithknown strategies to prevent problems.Documentsissues and resolutions accurately,usesknowledgebase articlesfrequentlyfor resolution.\n\nTime Management: Ability to manageand prioritizemultiple tickets of technical complexitywith guidance.\n\nCommitment to Values:Demonstratescommitment to the Relativity’s Core Values, contributing to a positive and collaborative team environment.\n\nCertifications:Preferred attainment ofRelativity Professional Title (RelativityOneCertified Professional andRelativityOneReview Professional)within 6 monthsof start date.\n\nRelativity is committed to competitive, fair, and equitable compensation practices.\nThis position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.\nThe expected salary range for this role is betweenfollowing values:\n$54,000 and $80,000The 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.\nRequired Skills:\nApplication Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support","description_format":"text","description_chars":4526,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Legal AI","Legal Software"],"lifecycle":[{"event":"open","at":"2026-09-10T06:48:11Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.789,"p_room":0.55,"age_days":51,"expected_fill_days":49,"reasons":["conf:4","urgency","velocity","win:tail"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/relativity-technical-support-specialist-evening","json_url":"https://alion.io/job/relativity-technical-support-specialist-evening.json","meta":{"generated_at":"2026-10-30T13:54:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1138,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2576},"rest":"https://alion.io/mcp/rest/get_company?id=2576"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frelativity-technical-support-specialist-evening"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frelativity-technical-support-specialist-evening"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frelativity-technical-support-specialist-evening"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/relativity-technical-support-specialist-evening\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frelativity-technical-support-specialist-evening"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":587288}},{"tool":"search_jobs","arguments":{"company":"relativity.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":587288},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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