Remote SaaS Application Analyst

LE0002 Relativity Poland sp. z o.o.; Województwo małopolskie; Remote; PLN 82,000 - 122,000; Full time

Benefits offered by this job

Health, dental & vision plans

Parental leave

Flexible work arrangements

Two company breaks per year

Job summary

Relativity Poland sp. z o.o. is seeking an Application Analyst to diagnose and resolve incidents on RelativityOne and Relativity Server. You’ll work in a high‑volume, technical support role, performing initial troubleshooting, running SQL queries, and escalating complex cases to senior engineers.

The role emphasizes customer communication, adherence to SLAs, and building knowledge of the Relativity platform across product verticals. Remote work is offered with modest travel for training.

Qualifications

• Experience in a SaaS or technology environment is preferred.
• Aptitude for quickly learning SQL, Windows platforms, and troubleshooting technical issues.
• Strong written and verbal communication; able to explain complex concepts to non-technical users.
• Willingness to travel up to 10% for training or customer engagements.

Responsibilities

• Technical Troubleshooting & Support: diagnose and resolve incidents and service requests in Salesforce.
• Run basic SQL queries to investigate root causes and verify issues.
• Collaborate with teammates and specialists when issues fall outside known patterns.
• Support day-one troubleshooting of RelativityOne AI applications with guidance from seniors.
• Utilize AI-assisted tools to triage, research, and draft responses.
• Deliver clear, empathetic client communication within SLA.
• Maintain accurate ticket documentation in Salesforce and track time.
• Contribute to and follow knowledge-centered support practices.
• Meet KPIs such as SLA adherence and first response time.
• Continuously update knowledge with new Relativity features.

Skills

SQL

Windows platforms

Application Management

Database Management

Project Management

Requirements Gathering

Software Development

SDLC

System Implementations

Systems Analysis

Technical Support

Job description

Relativity Poland sp. z o.o. is seeking an Application Analyst to diagnose and resolve incidents on RelativityOne and Relativity Server. You’ll work in a high‑volume, technical support role, performing initial troubleshooting, running SQL queries, and escalating complex cases to senior engineers.

The role emphasizes customer communication, adherence to SLAs, and building knowledge of the Relativity platform across product verticals. Remote work is offered with modest travel for training.