Remote SaaS Application Support Specialist

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve sophisticated software and network-related issues. You will engage with customers via phone and email, maintain accurate records in Salesforce, and collaborate with multiple teams to ensure high-quality service.

The role supports a remote/hybrid workflow with a 9-hour shift pattern and potential compensation differentials for evening hours.

Qualifications

• Strong SQL, Windows and network understanding aligned to Relativity products.
• Proven customer support experience in a tech/SaaS environment.
• Ability to diagnose, triage and resolve complex incidents with structured processes.

Responsibilities

• Handle incoming customer requests; respond to information requests and triage incidents.
• Maintain records and update tickets in Salesforce.
• Collaborate across verticals and inform management about issues affecting performance.
• Report to Manager of Product Support; adhere to SLAs.

Skills

SQL

Relativity platform

Customer service

Analytical thinking

Time management

Relativity certifications

Tools

Salesforce

Windows

Job description

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve sophisticated software and network-related issues. You will engage with customers via phone and email, maintain accurate records in Salesforce, and collaborate with multiple teams to ensure high-quality service.

The role supports a remote/hybrid workflow with a 9-hour shift pattern and potential compensation differentials for evening hours.