Remote Application Support Engineer (SQL/Windows)

Relativity; New York (NY); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance to a mixed technical and non-technical client base. You will diagnose and troubleshoot software and network-related issues, engaging with customers via phone and email while building Relativity product knowledge.

You will manage tickets in Salesforce, escalate where needed, and ensure responses align with SLAs.

Qualifications

• Proficient in SQL and Relativity platform with ability to troubleshoot routine issues.
• Experience with customer-focused software environments in SaaS.
• Willingness to obtain Relativity certifications as applicable.

Responsibilities

• Create, resolve, and maintain tickets within a product vertical.
• Maintain accurate activity records in Salesforce and respond within SLAs.
• Inform management of issues affecting performance or project status.
• Collaborate with team members across verticals to ensure quality service.
• Report progress and issues to management.

Skills

SQL

Relativity platform

Troubleshooting

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance to a mixed technical and non-technical client base. You will diagnose and troubleshoot software and network-related issues, engaging with customers via phone and email while building Relativity product knowledge.

You will manage tickets in Salesforce, escalate where needed, and ensure responses align with SLAs.