Technical Support Specialist - Weekend - Government

Posting Type

Remote/Hybrid

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 frequently interact with customers via phone and email, and will develop in-depth technical product, SQL, network and server knowledge along with exceptional customer service skills. On a daily basis, you will create, resolve and maintain tickets, work to resolve issues and escalate tickets to other teams and verticals.

Accurate record‑keeping in Salesforce and responding to customers within service level agreements is essential. Additionally, you will inform management of important issues regarding personnel, performance, customer perception and project statuses, and work with colleagues to ensure quality service. This role supports multiple product areas as needed and reports to the Manager of Product Support.

Due to specific customer contract requirements, this position requires that the successful candidate be a U.S. citizen and obtain a Public Trust clearance. The clearance process will be handled by the federal government and may include background screening regarding criminal history, drug use, financial records and a character assessment. Failure to obtain clearance will result in inability to work on the Relativity One Government product and may lead to termination.

Obtaining Public Trust 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
• Capably perform the technical support specialist position responsibilities

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning and resolving tickets. Proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data.
• Monitor assigned open tickets, contact customers and update tickets on a timely basis.
• Provide responsive support to customers during normal shift hours, scheduled for early and late shifts and as identified for 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 4x10‑hour shift:
  Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM 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 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

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.

Database Management, Documentations, Information Security, Project Management, Requirements Gathering, Software Development, Structured Query Language (SQL), System Implementations, Technical Support, Vendor Management