POSITION OVERVIEW Work from Home // Multiple Shifts Available

The 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.

RESPONSIBILITIES INCLUDE…

• 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
• 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
• Assist Junior Technicians and/or provide escalation support
• Create and edit documentation of internal processes and procedures
• Communicate with customers as required, 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

REQUIREMENTS

• Understanding of the EDRM Framework
• Intermediate to advanced knowledge of Relativity, NUIX, Brainspace and LAW 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

NICE-TO-HAVES

• Windows Server Administration
• Scripting & Automation
• Microsoft SQL Server
• Microsoft IIS
• Microsoft Clustering
• Server, storage, and networking hardware knowledge is a plus

MENTAL/PHYSICAL REQUIREMENTS

• 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
• Availability to travel domestically/internationally a plus

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