Technical Support Specialist - Weekend - 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. The role includes frequent phone and email interaction with customers and requires in‑depth technical product, SQL, network, and server knowledge, as well as exceptional customer service skills. Each day the Specialist creates, resolves, and maintains tickets, works to resolve issues, and escalates tickets to other teams and verticals while maintaining accurate records in Salesforce and responding to customers within identified service‑level agreements.

The Specialist reports to the Manager of Product Support and may support multiple product areas as needed.

Working hours consist of four 10‑hour shifts (Saturday, Sunday, Tuesday, Wednesday, 9:00 AM–8:00 PM CST) with a one‑hour lunch break. The position is remote/hybrid and requires the successful candidate to be a U.S. citizen. Because the role supports the Relativity One Government product, a Public Trust clearance is required; the government will handle the clearance process. If a candidate cannot obtain clearance, they will be unable to work on the government product and may be terminated.

Remote/Hybrid

• 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 actively share this knowledge with customers.
• Partner with senior level team members to troubleshoot and resolve customer incidents.
• Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets; maintain detailed documentation for accurate reporting.
• Monitor assigned open tickets, contact customers, and update tickets promptly.
• Provide responsive support during normal shift hours and when scheduled for early/late shifts or on‑call duty as required.
• Complete all daily tasks and projects, and track time daily.
• Provide excellent customer service using designated communication methods.
• Participate in a 4x10‑hour shift schedule with possible on‑call or other time frames specified by management.
• Complete a 8/9‑hour Monday‑Friday shift (8 AM–5 PM CST) with a meal break for the first three months of onboarding.
• Demonstrate initiative to learn new skills such as SQL querying.
• Meet identified goals regarding customer service tech support metrics.
• Consistently demonstrate core company values.

• Customer support experience.
• Customer‑focused with ability to understand expectations.
• Direct experience as a primary customer contact using phone and email.
• Experience troubleshooting complex issues.
• Proficiency with SQL and Windows platforms.
• Travel up to 10% of the time.

• Database management.
• Documentation.
• Information security.
• Project management.
• Requirements gathering.
• Software development.
• Structured Query Language (SQL).
• System implementations.
• Vendor management.

Relativity is committed to competitive, fair, and equitable compensation practices. The position is eligible for total compensation that includes a competitive base salary, an annual performance bonus, and long‑term incentives. The expected salary range for this role is $54,000 to $80,000. Final salary will be based on factors such as experience, skill set, qualifications, and internal pay equity; hiring at the top end of the range is not typical.

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, disability, or other protected characteristics.