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 Application Specialist II, 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 Application Specialist II works under minimal direction of managers and senior team members and reviews work and provides guidance for less experienced colleagues.

Responsibilities

• Respond to complex client 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 to identify, prioritize, and fix defects
• 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 complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts and on-call could be required of the qualified Application Specialist staff
• 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
• Use SQL applications and tools to run basic SQL queries
• Assist and guide Application Specialist I team members with issues
• Lead daily scrum to discuss questions related to open tickets on the team

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 
• Client-focused and ability to understand expectations
• Relativity experience not a requirement, but a plus
• Advanced 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

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.