Remote SaaS Application Support Engineer

Relativity; Warszawa; A distancia; PLN 82.000 - 122.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision plans

Parental leave

Flexible work arrangements

Two week-long company breaks per year

Additional time off

Long-term incentive program

Training investment program

Descripción de la vacante

Relativity, a leading legal data intelligence company, is hiring for an Application Analyst in a remote role. You will diagnose and resolve incidents on RelativityOne/Relativity Server, work within a product vertical, and grow SQL and Windows/networking fundamentals to support both technical and non-technical customers.

You will work high-ticket incidents with documented SOPs, SLA adherence, and collaboration with senior teammates to escalate when needed.

Formación

• Prior customer support experience; SaaS or technology environment preferred.
• Aptitude for SQL, Windows platforms, and troubleshooting; willingness to deepen in these areas.
• Client-focused mindset with the ability to manage customer expectations under SLA.
• Strong written and verbal communication; explain technical concepts to non-technical audiences.
• Comfortable in a fast-paced, high-ticket-volume technical environment with defined procedures.
• Ability to travel up to 10% of the time for training or customer engagements.

Responsabilidades

• Triage, diagnose, and resolve incidents and service requests logged in Salesforce.
• Run basic SQL queries to investigate root cause for common issues.
• Recognize when issues fall outside known patterns and swarm with teammates before escalating.
• Support day-one troubleshooting of RelativityOne AI applications with senior guidance.
• Respond to client questions via phone, email, and ticketing within SLA.
• Build foundational knowledge of the Relativity platform and pursue certifications.
• Follow escalation paths and contribute to Knowledge-Centered Support practices.

Conocimientos

Customer support

SQL

Windows

Troubleshooting

Communication

SLA

Herramientas

Salesforce

Descripción del empleo

Relativity, a leading legal data intelligence company, is hiring for an Application Analyst in a remote role. You will diagnose and resolve incidents on RelativityOne/Relativity Server, work within a product vertical, and grow SQL and Windows/networking fundamentals to support both technical and non-technical customers.

You will work high-ticket incidents with documented SOPs, SLA adherence, and collaboration with senior teammates to escalate when needed.