Technical Support Analyst - SQL & SaaS Specialist

Relativity; West Virginia; Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is hiring an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve complex software and network issues for a specific product vertical. You will interact with customers by phone and email, applying SQL skills and Windows/network knowledge to strengthen Relativity expertise.

You will create, manage, and maintain Salesforce tickets, adhere to SLAs, and collaborate with cross-functional teams to escalate and resolve incidents while documenting outcomes.

Qualifications

• Must demonstrate SQL proficiency and Relativity platform knowledge.
• Experience with handling technical support in a SaaS environment is preferred.
• Ability to document issues and resolutions clearly in the knowledge base.

Responsibilities

• Technical Support & Troubleshooting: handle requests, triage incidents, and resolve basic problems.
• Knowledge Expertise: develop product knowledge and partner with seniors for complex issues.
• TicketManagement: create, update, escalate, and close tickets with accurate Salesforce records.
• Communication: maintain responsive customer communications and meet SLAs.
• Collaboration and Reporting: inform management about issues affecting performance and progress.

Skills

SQL

Relativity platform

Troubleshooting

Customer service

SLA knowledge

Tools

Salesforce

Ticketing tools

Job description

Relativity is hiring an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve complex software and network issues for a specific product vertical. You will interact with customers by phone and email, applying SQL skills and Windows/network knowledge to strengthen Relativity expertise.

You will create, manage, and maintain Salesforce tickets, adhere to SLAs, and collaborate with cross-functional teams to escalate and resolve incidents while documenting outcomes.