Technical Support Specialist - Weekend - Government

Job Overview

Remote/Hybrid position. 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. Frequency of customer interaction is primarily phone and email, requiring depth of technical product, SQL, network and server knowledge, and exceptional customer service skills.

Daily work includes creating, resolving, and maintaining tickets, escalating issues to other teams, maintaining accurate records in Salesforce, and responding to customers within defined service level agreements.

This role reports to the Manager of Product Support and supports multiple product areas as needed. Working hours are four 10‑hour shifts:
Saturday, Sunday, Tuesday, and Wednesday, 9:00AM–8:00PM CST with a one‑hour lunch break. Position requires U.S. citizenship and a Public Trust clearance to support the Relativity One Government product. Failure to obtain clearance may result in termination of employment.

• 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 proactively share knowledge with customers.
• Partner with senior team members to troubleshoot and resolve customer incidents.
• Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.
• Maintain accurate coding and documentation of tickets for reporting and historical data.
• Monitor assigned open tickets, contact customers, and update tickets in a timely manner.
• Provide responsive support during normal shift hours, early and late shifts, and on‑call as required.
• Complete all daily tasks and projects and track time daily.
• Deliver excellent customer service using designated communication methods.
• Flexibly work a 4x10‑hour shift schedule and an 8/9‑hour Monday‑Friday shift during the first three months of onboarding.
• Meet identified goals regarding customer service and technical support metrics.
• Demonstrate initiative to learn new skills, such as SQL and Windows platform troubleshooting.
• Commit to core company values consistently.

• Provide excellent customer service through designated communication channels.
• Maintain a flexible schedule, including early/late shifts and on‑call obligations.
• Work an 8/9‑hour shift from 8AM–5PM CST for the first three months of onboarding.
• Show initiative in learning new skills and meeting performance metrics.
• Adhere to company core values consistently.

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

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

The total compensation package includes a competitive base salary, an annual performance bonus, and long‑term incentives. Expected salary range: $54,000 to $80,000, with final offer based on experience, skills, qualifications, and internal pay equity.

We are committed to creating a diverse and inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or protected veteran status.