SaaS Application Support Engineer — SQL & AI (Remote)

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

Benefits offered by this job

Health plans

Parental leave

Flexible work

Company breaks

Training investment

Job summary

Relativity is seeking an Application Analyst to join our SaaS support team. You’ll diagnose incidents, run SQL queries, and communicate clearly with customers ranging from technical to non-technical audiences.

This entry-level role emphasizes building foundational skills in SQL, Windows, networking, and the Relativity platform while growing judgment to decide when to escalate. You'll work high-volume tickets, follow SOPs and SLAs, and collaborate with senior engineers through swarming to resolve

Qualifications

• Prior customer support experience in SaaS or tech environment.
• Aptitude for SQL, Windows platforms, and troubleshooting.
• Ability to explain technical concepts to non-technical customers.

Responsibilities

• Triage, diagnose, and resolve incidents and service requests logged in Salesforce, following SOPs and KB articles.
• Run basic SQL queries against Relativity databases to investigate root causes.
• Recognize when issues fall outside known patterns and escalate via swarm with teammates or a specialist.
• Support day-one troubleshooting of RelativityOne AI applications at a foundational level, collaborating with senior teammates.
• Respond to client questions via phone, email, and tickets within SLA.
• Create and maintain clear ticket documentation in Salesforce and track time daily.
• Follow escalation paths and contribute to Knowledge-Centered Support practices.

Skills

SQL

Windows

Troubleshooting

Customer support

SaaS

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst to join our SaaS support team. You’ll diagnose incidents, run SQL queries, and communicate clearly with customers ranging from technical to non-technical audiences.

This entry-level role emphasizes building foundational skills in SQL, Windows, networking, and the Relativity platform while growing judgment to decide when to escalate. You'll work high-volume tickets, follow SOPs and SLAs, and collaborate with senior engineers through swarming to resolve