Application Analyst

• Triage, diagnose, and resolve incidents and service requests logged in Salesforce
• Follow documented Standard Operating Procedures and knowledgebase articles
• Run basic SQL queries against Relativity databases to investigate and confirm root causes
• Troubleshoot workspace configuration, permissions, saved searches, and imaging/processing errors
• Support foundational day-one troubleshooting of RelativityOne AI applications
• Use AI-assisted tools for triage, research, and drafting responses
• Respond to client questions, problems, and work requests via phone, email, and ticketing within SLA
• Explain platform behavior clearly to technical and non-technical customers
• Share Relativity usage best practices with customers
• Build knowledge of the Relativity platform and assigned product vertical
• Pursue RelativityOne Certified Professional and RelativityOne Review Professional certifications
• Stay current on Relativity features, releases, and supported AI applications
• Collaborate with senior teammates through swarming and follow escalation procedures
• Manage tickets in Salesforce with accurate documentation
• Contribute to Knowledge-Centered Support practices and identify knowledgebase gaps
• Track time daily and monitor assigned open tickets
• Meet Customer Support KPIs, including SLA adherence, first response time, and quality
• Apply feedback to improve technical accuracy and communication

• Prior customer support experience; SaaS or technology environment strongly preferred
• Demonstrated aptitude for, or early experience with, SQL, Windows platforms, and troubleshooting technical issues
• Willingness to rapidly build depth in SQL, Windows platforms, and technical troubleshooting
• Client-focused mindset with the ability to understand and manage customer expectations under SLA pressure
• Strong written and verbal communication skills
• Ability to explain technical concepts to non-technical audiences
• Comfortable working in a fast-paced, high-ticket-volume technical environment with defined procedures
• Ability to travel up to 10% of the time for training or customer engagements
• Required skills: Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Flexible work arrangements
• Two, week-long company breaks per year
• Additional time off
• Long-term incentive program
• Training investment program
• Annual performance bonus
• Long-term incentives