At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data. Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest unstructured data challenges.

Bilingual (Mandarin) Infrastructure Analyst - Evening Shift (3pm-12am) at Relativity
Overview

At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below. 

As an Infrastructure Analyst, you will be responsible for assisting kCura's users in troubleshooting and resolving Relativity Infrastructure issues, deploying the software to client environments, and aid in performance and scalability issues in their Relativity systems. The Infrastructure Analyst works under steady direction of managers and senior team members.

Responsibilities
  • Work closely with our clients to help infrastructure and deployment support while focusing on our international clients.
  • Ability to verbally communicate with our clients in English and Mandarin
  • Assist in responding to client questions, problems, and work requests daily
  • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
  • Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
  • Work closely and collaboratively with US teams to provide extended global support hours
  • Provide basic responsive support to clients during your shift and as identified for on-call or as requested by management
  • Complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
  • Provide excellent customer service using the communication methods designated by kCura
  • Support our clients with upgrading Relativity, troubleshooting infrastructure problems, and assisting with kCura’s performance environment monitoring tool
  • Help clients plan their infrastructure requirements, disaster recovery plans, and installing Relativity into their environment.
Qualifications

Minimum Qualifications:

 

  • BA/BS in Computer Science or related discipline, or at least one year direct experience supporting clients as a primary contact or lead using phone and/or email
  • Ability to communicate in Mandarin is a requirement
  • Able to work shift time of 3pm to 12am
  • Pass certification for Relativity Administration within 6 weeks of start date
  • Ability to travel 10% of the time

Preferred Qualifications:

 

  • Client-focused and ability to understand expectations
  • Relativity experience not a requirement, but a plus
  • Experience troubleshooting complex infrastructure issues
  • Professional written and verbal communication skills
  • Experience with one or more of the following: SQL, virtualization, networking, system administrator, or Windows Server
  • Ability to manage multiple tasks and projects
  • eDiscovery/eDisclosure knowledge and industry experience a plus
About Us

Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.

 

If you’re ready to grow with us, we’d love to hear from you.

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Why work with us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues, pursue plenty of learning and development opportunities, and have a lot of fun while doing it.
Culture
Our culture stems from our people and our values: - Be an excellent communicator - Exceed the expectations of our customers and your colleagues - Hold yourself and your colleagues accountable - Be humble and stay hungry - Do more with less - Embrace the talents of your colleagues and our customers - Enjoy and be great at your job
Perks & Benefits
medical PPO
dental, prescription
vision coverage,
life and disability benefits
healthcare coverage for each employee at a minimal cost and contribute significantly toward the cost of insuring eligible dependent
18 days of paid time off and 11 paid holidays every year
401k retirement plan - provides employees with the ability to make pre-tax contributions, with company-matching funds, for optimal tax-deferred growth
non-US benefits (if you want to join us at one of our international offices)

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