Technical Support Specialist - Weekday Overnight - Government

Job Overview

The Technical Support Specialist provides technical support to a mix of technical and non‑technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and be required to develop in‑depth technical product, SQL, network and server knowledge and exceptional customer service skills.

On a daily basis, the Specialist creates, resolves, and maintains tickets while working to resolve issues and escalating tickets to other teams and verticals. It is essential that accurate records of all activities and interactions be maintained in Salesforce and that customers be responded to within identified service level agreements.

The Specialist informs management of important issues regarding personnel, performance, customer perception, and project statuses, and works with colleagues to ensure quality service. This role reports to the Manager of Customer Support.

The working hours are Monday to Friday 11:00PM to 8:00AM Central US time, with a weekday overnight shift compensation differential. Due to specific customer contract requirements, the position requires that the successful candidate be a U.S. citizen. As a condition of the role supporting the Relativity One Government product, a Public Trust clearance is required. The federal government will handle the clearance process, which may include additional background screening.

Failure to obtain clearance may result in termination. Obtaining clearance offers an additional compensation differential.

• Use SQL applications and tools to run basic SQL queries.
• Respond to customer questions, problems, and work requests on a daily basis.
• Develop expertise in company products and services and take an active role in sharing this knowledge with customers.
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents.
• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities.

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets; pay careful attention to detail when coding and documenting tickets to ensure accurate reporting and historical data.
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis.
• Provide responsive support to customers during normal shift hours, early and late shifts, and on‑call or as requested by management.
• Complete all daily tasks and projects.
• Track time daily.

• Provide excellent customer service using the communication methods designated by Relativity.
• Work a 9‑hour Monday‑Friday overnight shift from 11PM–8AM CST with a 1‑hour meal break, on‑call schedule, or other time frames specified by management.
• Work an 8/9‑hour Monday‑Friday shift from 8AM–5PM CST with a meal break for the first 3 months of onboarding.
• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries.
• Meet identified goals regarding customer service tech support metrics.
• Commit to and consistently demonstrate core company values.

• Customer support experience.
• Customer‑focused and ability to understand expectations.
• Direct experience supporting customers as a primary contact or lead using phone and email.
• Experience troubleshooting complex issues.
• SQL and Windows platform experience.
• Travel 10% of the time.

• 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

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long‑term incentives. The expected salary range for this role is between $54,000 and $80,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity.

Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.