Remote Technical Support Specialist: SQL & SaaS Expert

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance across a product vertical. You will troubleshoot complex software and network issues, engage customers via phone and email, and expand Relativity knowledge.

You will maintain tickets in Salesforce, work with cross-functional teams, and report to the Manager of Product Support. The role includes a 9-hour shift Monday–Friday from 1pm–2am CST with a meal break, and a compensation

Qualifications

• Experience diagnosing and resolving software and network-related issues.
• Proven customer support experience, ideally in tech or SaaS.
• Ability to document issues and resolutions clearly in a knowledge base.

Responsibilities

• Handle incoming customer requests; triage and troubleshoot incidents.
• Develop expertise in Relativity products; collaborate with senior team members for complex incidents.
• Create, categorize, update, elevate, and resolve tickets with accurate Salesforce documentation.
• Maintain responsive communication with customers and adhere to SLAs.
• Inform management about significant issues affecting performance, perception, and progress.

Skills

SQL

Relativity platform

Troubleshooting

Customer service

Ticket management

SLAs

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance across a product vertical. You will troubleshoot complex software and network issues, engage customers via phone and email, and expand Relativity knowledge.

You will maintain tickets in Salesforce, work with cross-functional teams, and report to the Manager of Product Support. The role includes a 9-hour shift Monday–Friday from 1pm–2am CST with a meal break, and a compensation