[Hiring] Application Analyst @Relativity

Role Description

The Application Analyst is the entry point into Relativity's technical career ladder for Product Support — a highly technical, platform-troubleshooting role, not a call-center position. Application Analysts diagnose and resolve incidents on the RelativityOne / Relativity Server platform for a mix of technical and non-technical customers, working within an assigned product vertical (e.g., Core Review, Search & Analytics, Processing & Imaging, Data Transfer, Platform & Infrastructure).

This role is designed for someone early in a SaaS technical-support career who is building foundational skills in SQL, Windows/networking fundamentals, and the Relativity platform itself, while developing the judgment to know when to resolve independently and when to escalate. Application Analysts work high ticket volume with close adherence to documented procedures and Service Level Agreements (SLAs), and rely heavily on the team's knowledgebase, swarming channels, and senior technicians for guidance on anything outside known patterns.

Qualifications

• Prior customer support experience; SaaS or technology environment strongly preferred.
• Demonstrated aptitude for, or early experience with, SQL, Windows platforms, and troubleshooting technical issues.
• 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, as needed.

Requirements

• Triage, diagnose, and resolve incoming incidents and service requests logged in Salesforce, following documented Standard Operating Procedures (SOPs) and knowledgebase (KB) articles.
• Run basic SQL queries against Relativity databases to investigate and confirm root cause for common issues (e.g., workspace configuration, permissions, saved searches, imaging/processing errors).
• Recognize when an issue falls outside known patterns and initiate a swarm with teammates or a specialist before escalating further.
• Support day-one troubleshooting of RelativityOne AI applications (e.g., aiR for Review, aiR Assist, aiR for Case Strategy) at a foundational level, partnering with senior teammates on anything beyond basic configuration questions.
• Utilize AI-assisted tools throughout the support workflow (triage, research, drafting responses) to resolve tickets faster and more accurately.
• Respond to client questions, problems, and work requests via phone, email, and ticketing within SLA.
• Deliver clear, empathetic, and accurate communication to a mix of technical and non-technical customers.
• Take the initiative to share best practices on the use of Relativity when interacting with customers.
• Build foundational knowledge of the Relativity platform and the assigned product vertical; actively pursue RelativityOne Certified Professional and RelativityOne Review Professional certifications.
• Stay current on new Relativity features and releases relevant to the assigned vertical, including newly supported AI applications.
• Partner with senior-level teammates as needed to troubleshoot and resolve customer incidents.
• Follow the team's escalation path and Urgent Transition (UT) process for issues that must move between shifts or regions.
• Contribute to and follow Knowledge-Centered Support (KCS) practices, including flagging gaps in existing KB articles.
• Create, categorize, update, escalate, transition, and resolve tickets in Salesforce with accurate documentation.
• Maintain close attention to detail when coding and documenting tickets to ensure accurate reporting and historical data integrity.
• Track time daily and monitor assigned open tickets, updating customers on a timely basis.
• Meet identified goals with respect to Customer Support KPIs (e.g., SLA adherence, first response time, quality).
• Accept feedback from peers, Shift Leads, and management, and demonstrably apply it to improve technical accuracy and communication.

Benefits

• 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