Technical Support Specialist – Evening Shift

About the role

The Technical Support Specialist works on the evening shift to provide specialized assistance for Relativity’s product verticals. You will diagnose, troubleshoot, and resolve complex software and network issues for both technical and non‑technical customers, primarily via phone and email.

Key responsibilities

• Handle incoming customer requests, perform triage, and conduct routine troubleshooting.
• Develop deep expertise in Relativity products and proactively assist customers.
• Create, categorize, update, escalate, and resolve tickets while maintaining accurate records in Salesforce.
• Communicate promptly with customers, adhering to service‑level agreements.
• Collaborate with cross‑functional teams and report significant issues to management.

Required profile

• Strong technical aptitude with a willingness to learn SQL, Windows platforms, and networking fundamentals.
• Experience in a SaaS or tech support environment, delivering high‑quality customer service.
• Ability to follow standard procedures, workflows, and obtain Relativity certifications where applicable.
• Customer‑focused mindset with a commitment to meeting SLA targets.

Required skills

• SQL
• Salesforce (ticketing)
• Windows platforms
• Network fundamentals
• Relativity platform knowledge

What we offer

• Evening shift with a compensation differential.
• Opportunities to deepen expertise in Relativity’s product suite.
• Collaborative, supportive team environment.