Remote Technical Support Analyst - SQL & SaaS Expert

Relativity; North Carolina; Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity seeks an Application Analyst in Customer Support to deliver specialized technical assistance for a product vertical. You will diagnose and troubleshoot software and network issues, engage customers by phone and email, and strengthen Relativity knowledge while resolving tickets and adhering to SLAs.

The role requires SQL and Windows/network familiarity, strong customer service, and collaboration with cross-functional teams.

Qualifications

• Experience diagnosing and resolving software/network issues in a SaaS environment.
• Comfort with phone/email support and SLA adherence.
• Familiarity with Relativity products or similar eDiscovery platforms.

Responsibilities

• Provide technical support across Relativity product verticals via phone and email.
• Diagnose, troubleshoot, and resolve incidents; escalate when needed.
• Maintain accurate ticket documentation in Salesforce and adhere to SLAs.
• Communicate proactively with customers and internal teams.

Skills

SQL

Relativity platform

Customer service

Troubleshooting

Windows

Network basics

Communication

Tools

Salesforce

Job description

Relativity seeks an Application Analyst in Customer Support to deliver specialized technical assistance for a product vertical. You will diagnose and troubleshoot software and network issues, engage customers by phone and email, and strengthen Relativity knowledge while resolving tickets and adhering to SLAs.

The role requires SQL and Windows/network familiarity, strong customer service, and collaboration with cross-functional teams.