Application Support Specialist - SQL & Windows (Remote)

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide expert technical support across a product vertical. You will diagnose and resolve software and network issues while communicating with customers by phone and email.

The role emphasizes knowledge of SQL, the Relativity platform, and Windows environments, with ticket creation, escalation, and Salesforce record-keeping essential to daily tasks. Expect a 9-hour Mon-Fri shift with a differential for evening hours.

Qualifications

• Experience providing technical support in a SaaS environment.
• Ability to diagnose and troubleshoot software and network-related issues.
• Strong customer service mindset with clear communication.

Responsibilities

• Technical Support & Troubleshooting: respond to requests, triage incidents, perform routine troubleshooting.
• Develop expertise in Relativity products and collaborate with senior team members for complex incidents.
• TicketManagement: create, categorize, update, and resolve tickets with accurate Salesforce documentation.
• Communication: maintain timely, responsive contact with customers and adhere to SLAs.
• Collaboration & Reporting: work with multiple verticals and inform management of issues affecting performance.

Skills

SQL

Relativity platform

Customer service

Troubleshooting

Windows

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to provide expert technical support across a product vertical. You will diagnose and resolve software and network issues while communicating with customers by phone and email.

The role emphasizes knowledge of SQL, the Relativity platform, and Windows environments, with ticket creation, escalation, and Salesforce record-keeping essential to daily tasks. Expect a 9-hour Mon-Fri shift with a differential for evening hours.