Technical Support Application Analyst (Flexible Shifts)

Relativity; Wrocław; Hybrid; PLN 82,000 - 122,000; Full time

Job summary

Relativity is seeking an Application Analyst to provide technical support for a product vertical, diagnosing and resolving issues for a mix of technical and non-technical customers. You will log activities in Salesforce and collaborate with other teams to ensure timely resolutions.

You will handle rotating shifts including nights, weekends, and holidays, maintain accurate records, and develop SQL and Windows skills while delivering exceptional customer service.

Qualifications

• Proven experience in customer support and incident resolution.
• Strong SQL and Windows platform skills.
• Willingness to rotate shifts including nights and weekends.
• Excellent communication via phone and email.
• Experience using Salesforce for ticketing and support workflows.

Responsibilities

• Use SQL to run basic queries and diagnose issues.
• Respond to client questions and problems daily.
• Maintain and update tickets in Salesforce and escalate as needed.
• Collaborate with senior team members to resolve incidents.
• Ensure timely ticket resolution within SLAs and document actions.

Skills

Customer support experience

Client-focused

Phone & email support

Troubleshooting

SQL/Windows

Travel 10%

Job description

Posting Type

Remote

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 provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. 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 elevate 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.

The working hours are based on rotational shifts, (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance.

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 rotational shifts (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance
• 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

WHY WE COULD BE A GREAT FIT

Impactful Mission

• Build systems that help customers organize data, discover the truth, and act on it in high-stakes legal matters.

Engineering at Scale

• Work on distributed, cloud-native systems that process large volumes of data.

Cutting-Edge Technology

• Build with AI, cloud platforms, and scalable architectures shaping legal tech.

Growth and Ownership

• Gain experience owning systems end-to-end across cloud and distributed environments.

Collaborative Culture

• Work in a team focused on knowledge sharing and continuous improvement.

Inclusive Environment

• Diverse perspectives create stronger teams and better outcomes.

Compensation And Benefits

• Competitive salary, benefits, DTO, parental leave, and equity program.

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