Technical Support Specialist – Overnight (Government)

About the role

The Technical Support Specialist provides technical assistance to both technical and non‑technical customers for the RelativityOne Government product. The role operates on a weekday overnight shift (11 PM – 8 AM Central US) and requires strong troubleshooting, documentation, and customer‑service skills.

Key responsibilities

• Run basic SQL queries using internal tools to diagnose issues.
• Respond to customer inquiries, problems, and work requests via phone and email.
• Develop deep expertise in company products and share knowledge with customers.
• Partner with senior team members to troubleshoot and resolve complex incidents.
• Create, categorize, update, and resolve tickets in Salesforce while adhering to SLA timelines.
• Monitor open tickets, maintain accurate records, and escalate when necessary.

Required profile

• U.S. citizenship (required by customer contract).
• Ability to obtain a Public Trust clearance for the RelativityOne Government product.
• Experience in technical support or a related IT role.
• Willingness to work the designated overnight shift.
• Strong written and verbal communication skills.

Required skills

• SQL query execution.
• Salesforce ticketing system.
• Network troubleshooting.
• Server administration and debugging.

What we offer

• Compensation differential for overnight work.
• Additional differential for obtaining Public Trust clearance.
• Opportunity to work with government‑focused technology.