Application Support Engineer - Remote (SQL & SaaS)

Relativity; Nebraska; Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support who provides specialized technical assistance across a product vertical. You will diagnose, troubleshoot, and resolve software and network issues while communicating with customers by phone and email.

The role requires knowledge of SQL, Windows, and Relativity products; you will log tickets in Salesforce, uphold SLAs, and collaborate with cross-functional teams to improve service quality.

Qualifications

• SQL, Relativity platform and troubleshooting of routine technical issues.
• Customer service experience in tech or SaaS environments.
• Analytical problem-solving with clear documentation of resolutions.
• Time management to handle multiple tickets with priority.
• Familiarity with SLAs and escalation processes.

Responsibilities

• Technical Support & Troubleshooting: handle incoming customer requests, provide information, fulfill service requests, triage incidents.
• Knowledge Expertise: develop expertise in Relativity products and assist teammates.
• Ticket Management: create, categorize, update, elevate, and resolve tickets with accurate Salesforce records.
• Communication: maintain responsive customer communication and update tickets within SLAs.
• Collaboration and Reporting: work across verticals and inform management of issues affecting performance.

Skills

SQL

Customer service

Troubleshooting

Relativity platform

Communication

Time management

Relativity certifications

Job description

Relativity is seeking an Application Analyst in Customer Support who provides specialized technical assistance across a product vertical. You will diagnose, troubleshoot, and resolve software and network issues while communicating with customers by phone and email.

The role requires knowledge of SQL, Windows, and Relativity products; you will log tickets in Salesforce, uphold SLAs, and collaborate with cross-functional teams to improve service quality.