Technical Support Application Analyst (Flexible Shifts)

Posting Type

Remote/Hybrid

Job Overview

• WHO WE ARE
• 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 tools to run basic SQL queries

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

Develop an expertise in 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 procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data

Monitor assigned open tickets, contact customers, and update tickets on a timely basis

Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the 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 designated by Relativity

Is flexible to work an 8-hour shift ranging from 6am-12 a m CEST (Poland) Time .

Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries

Meet identified goals regarding customer service tech support metrics

Commitment to and consistent demonstration of core 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'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 between following values:

82 000 and 122 000PLN

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:

Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support