Technical Support Specialist - Government

About the role

We are looking for a Technical Support Specialist to provide expert assistance for our RelativityOne Government product. The role involves diagnosing, troubleshooting and resolving complex software and network issues for both technical and non‑technical customers, primarily via phone and email.

Key responsibilities

• Create, update, and resolve support tickets while adhering to service level agreements.
• Run basic SQL queries to gather data and assist in problem solving.
• Document all interactions accurately in Salesforce.
• Escalate incidents to senior team members or other product verticals when necessary.
• Monitor open tickets, communicate status to customers, and ensure timely closure.
• Provide support during scheduled shifts, including early/late hours and on‑call periods as required.

Required profile

• U.S. citizenship due to client contract requirements.
• Ability to obtain a Public Trust clearance for the RelativityOne Government product.
• Strong customer‑service orientation with excellent written and verbal communication skills.
• Attention to detail when coding and documenting tickets.

Required skills

• SQL – ability to run basic queries.
• Salesforce – experience recording and tracking support tickets.
• Fundamental knowledge of networking and server concepts.