Remote SaaS Application Support Analyst

Relativity; Łódź; Remote; PLN 82,000 - 122,000; Full time

Benefits offered by this job

Health, dental, and vision plans

Parental leave for caregivers

Flexible work arrangements

Job summary

Relativity is seeking an Application Analyst for its remote Product Support team. This entry-to-mid level role focuses on diagnosing and resolving incidents on the RelativityOne/Relativity Server platform, building foundational SQL and Windows skills, and delivering clear, empathetic communication to a diverse client base.

You will work high ticket volume with documented SOPs, knowledgebase and SLA adherence, while partnering with senior teammates for guidance and escalation as needed.

Qualifications

• Prior customer support experience in SaaS or tech environments is preferred.
• Aptitude for SQL, Windows platforms, and troubleshooting is essential.
• Client-focused mindset with ability to manage expectations under SLA pressure.
• Strong written and verbal communication skills for non-technical audiences.
• Willingness to travel up to 10% for training or engagements.
• Ability to work in a fast-paced, high-ticket-volume tech environment.

Responsibilities

• Technical Troubleshooting & Support: triage, diagnose and resolve incidents in Salesforce using SOPs and KBs.
• Run basic SQL queries to investigate root causes in Relativity databases.
• Recognize when issues fall outside known patterns and trigger swarming before escalating.
• Support day-one troubleshooting of RelativityOne AI apps with senior teammates as needed.
• AI-Enabled Support Workflow: use AI tools to triage, research and draft responses.
• Customer Interaction & Advocacy: respond via phone, email, and ticketing within SLA; communicate clearly to diverse users.
• Build platform knowledge and pursue RelativityOne certifications.
• Collaboration, Escalation & Swarming: partner with senior teammates; follow escalation paths and UT process.
• Process, Documentation & Quality: document tickets accurately in Salesforce and maintain data integrity.
• Metrics & Continuous Improvement: meet KPIs and apply feedback to improve accuracy and communication.

Skills

Customer support

SQL

Windows

Troubleshooting

Communication

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst for its remote Product Support team. This entry-to-mid level role focuses on diagnosing and resolving incidents on the RelativityOne/Relativity Server platform, building foundational SQL and Windows skills, and delivering clear, empathetic communication to a diverse client base.

You will work high ticket volume with documented SOPs, knowledgebase and SLA adherence, while partnering with senior teammates for guidance and escalation as needed.