POSITION OVERVIEW
The Senior Application Support Engineer is a key member of our growing team. This individual is responsible for possessing comprehensive knowledge of and supporting several eDiscovery applications including Relativity, CloudNine LAW/Explore, NUIX, iPro, RevealAI, Brainspace and other relevant applications. Candidates should have a strong understanding of the various features and abilities of each application. In addition, they should have a solid understanding of the application requirements and the infrastructures that host the applications.
The engineer is also responsible for obtaining and maintaining relevant training and certifications as well as keeping up-to-date with the software and hardware being supported. They will be responsible for the upgrade activities of eDiscovery applications.
This is a fully remote role with the potential for some travel based on client needs. We are currently only hiring in the USA, Poland, and India for this opportunity.
RESPONSIBILITIES
- Support eDiscovery applications on the frontend and backend
- Support Relativity, NUIX, Reveal, CloudNine, and iPro software suites, with the ability to triage and route calls to appropriate technicians as required
- Assist in maintaining and monitoring client environments
- Develop in-depth knowledge of the software application catalog and how it relates to the customer's needs
- Create and edit documentation of internal processes and procedures
- Communicate with customers, keeping them informed of incident progress and notifying them of impending changes or agreed outages
- Enter all work as service tickets into ConnectWise
- Work through a daily schedule in ConnectWise, entering all time and expenses
QUALIFICATIONS
- Understanding of the EDRM Framework
- Intermediate to advanced knowledge of Relativity, NUIX, and/or Reveal software platforms
- Intermediate to advanced knowledge of other eDiscovery applications is a plus
- Relativity Infrastructure Specialist and/or Relativity Certified Administrator is a big plus
- Additional Relativity, LAW, Brainspace and NUIX training and certifications are a plus
- Ticket management, issue tracking, change log management
- Able to work in a team and communicate effectively with the ability to work independently
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
- Embrace working in a fast-paced environment and handling multiple projects/issues in occasionally high-pressure situations
- Ability to travel for client engagements up to 10%
NICE-TO-HAVES
- Windows Server Administration
- Scripting & Automation
- Microsoft SQL Server
- Microsoft IIS
- Microsoft Clustering
- Server, storage, and networking hardware knowledge
