As an Application Analyst in Product Support, you will diagnose and resolve customer incidents on the RelativityOne and Relativity Server platforms. The role includes basic investigation with SQL, troubleshooting RelativityOne AI applications, and supporting customers using the legal data intelligence platform.
Prior customer support experience.
Aptitude for, or early experience with, SQL, Windows platforms, and troubleshooting technical issues; willingness to rapidly build depth in these areas.
Client-focused mindset and ability to understand and manage customer expectations under SLA pressure.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
Comfortable working in a fast-paced, high-ticket-volume technical environment with defined procedures.
Nice to have:
Experience in a SaaS or technology environment is strongly preferred.
Technical Troubleshooting & Support:
Triage, diagnose, and resolve incidents and service requests logged in Salesforce, following documented procedures and knowledgebase articles.
Run basic SQL queries against Relativity databases to investigate and confirm root causes for common issues.
Recognize issues outside known patterns and initiate a swarm with teammates or a specialist before escalating.
Provide foundational troubleshooting for RelativityOne AI applications, partnering with senior teammates on questions beyond basic configuration.
AI-Enabled Support Workflow:
Use AI-assisted tools for triage, research, and drafting responses, adapting as new tools and capabilities are introduced.
Customer Interaction & Advocacy:
Respond to client questions, problems, and work requests by phone, email, and ticketing within SLA.
Communicate clearly and accurately with technical and non-technical customers, explaining platform behavior in plain language.
Share Relativity best practices with customers.
Product, Vertical & Platform Expertise:
Build foundational knowledge of the Relativity platform and assigned product vertical, and 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 teammates to troubleshoot and resolve customer incidents, using swarming before escalating.
Follow the escalation path and Urgent Transition process for issues that must move between shifts or regions.
Contribute to and follow Knowledge-Centered Support practices, including flagging gaps in knowledgebase articles.
Process, Documentation & Quality:
Create, categorize, update, escalate, transition, and resolve tickets in Salesforce, documenting them accurately.
Maintain attention to detail when coding and documenting tickets to support accurate reporting and historical data integrity.
Track time daily, monitor assigned open tickets, and update customers promptly.
Metrics & Continuous Improvement:
Meet Customer Support KPI goals, including SLA adherence, first response time, and quality.
Apply feedback from peers, Shift Leads, and management to improve technical accuracy and communication.
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.
Annual performance bonus.
Ability to travel up to 10% of the time for training or customer engagements, as needed.
