At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

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 Engineer, you will provide infrastructure support to Relativity's existing and potential clients. The Infrastructure Engineer works under moderate direction of managers and senior team members.

Role Responsibilities

• 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
• 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 Relativity 
• Support our clients with upgrading Relativity, troubleshooting infrastructure problems, and assisting with Relativity’s performance environment monitoring tool
• Help clients plan their infrastructure requirements, disaster recovery plans, and installing Relativity into their environment.
• Work daily with Client Support Application Specialists, Clients’ information technology engineers, and other internal engineers such as members of the performance team, production support, HR system engineers, and Relativity IT to help define and resolve complex infrastructure problems
• Maintain accurate records of all activities and interactions in Salesforce and respond to clients within required service intervals, and keep the appropriate parties abreast of your progress
• Assist with development and planning; write documents to better help support Relativity’s clients
• Meet identified goals and metrics in relation to expected Infrastructure Engineering I metrics
• Follow appropriate policies and procedures for handling, taking ownership, discussing at scrum, transitioning, and completion of tickets and escalations
• Provide responsive support to clients during normal business, on-call, or as requested by management. On-call responsibilities will be rotated among all qualified Infrastructure staff
• Assist with special projects independently, including attending meetings, full participation, and being mindful of deadlines and targeted deliverables

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 

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
• Pass certification for Relativity Administration within 6 weeks of start date
• Ability to travel 10% of the time

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.