We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.

Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.

Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.

As a Relativity Architect, you will be responsible for assisting Relativity’s users in troubleshooting and resolving Relativity issues, as well as providing guidance for scaling and expanding their Relativity systems. The Relativity Architect works under minimal direction of managers and senior team members and provides project and professional guidance to team members.

Role Responsibilities

• Respond to complex customer questions, problems, and work requests on a daily basis
• 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
• Work with development and vertical architects to identify, prioritize, and fix defects
• Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
• Provide complex responsive support to customers uring normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts may be required
• On-call will be required of the Relativity Architect
• Provide onsite consultative assistance to customers consisting of workflow advice, infrastructure recommendations and troubleshooting, and training
• Complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
• Accurately track time on a daily basis
• Provide excellent customer service using the communication methods designated by Relativity
• Use SQL applications and tools to run complex SQL queries and solve SQL related issues
• Utilize various tool sets to identify and resolve complex server, network, SQL, and storage issues as they pertain to Relativity product lines
• Assist and guide Application Analyst, Application Specialist and Vertical Architect team members with customer issues
• Conduct technical and process quality control on tickets which have been closed by team members
• Manage difficult customer engagements that require multiple internal teams to work collaboratively to achieve a successful outcome
• Work with product teams throughout development sprints to pass knowledge of new features on to teams and assist in identifying items of note up front
• Conduct systems analysis and recommend changes in policies and procedures in order to improve operations
• Act as subject matter expert; educate team on Relativity content, strategy, and programs
• Provide the Customer Support team with troubleshooting best practices and guidelines
• Develop necessary documentation
• Provide assistance to internal teams with content creation, such as training, certification, and documentation
• Develop continuing education content on troubleshooting Relativity related issues

Preferred Qualifications

• Customer-focused and ability to understand expectations
• 5+ years of Relativity experience
• Superior experience troubleshooting complex issues
• Professional written and verbal communication skills
• SQL and Windows platform experience
• 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 seven years 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
• 3+ years of Relativity technical expertise 

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.

We understand career choices are a big decision, and we thank you for considering Relativity.

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.