Product Support Analyst

It's fun to work at a company where people truly believe in what they are doing!
Job Description:
Position Summary:
The Product Support Analyst works as member of the Epiq Service Cloud Support team within Epiq's Legal Solutions business unit and is responsible for level 1 and 2 technical triage of Support Incident tickets for Epiq Discovery, TMX and ECC software platforms. The Product Support Analyst provides first and second level support for internal users and external SaaS clients using Epiq's proprietary, cloud hosted software solutions. The analyst will assume ownership of support cases assigned and will follow through until the issue has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the candidate will be expected to use available material resources and/or consult with product development team to advance the resolution of the issue in a timely manner. Advanced troubleshooting knowledge and good problem-solving skills are required for this position; as well as knowledge in the eDiscovery/litigation support process and software. While the support responsibilities described above will take up a better portion of the candidate's time, in addition, the Analyst may participate in the Quality Assurance testing activities for the product.
Position Details:
Are you looking for a career that challenges you to use the latest cloud technologies to solve complex issues in the legal space?
Are you interested in working with large, unstructured data sets that can reach up to over a petabyte in size? We are looking for a talented, highly motivated Product Support Manager to join our teams that build and maintain Epiq Discovery, Epiq Processing, Epiq TMX and Epiq Chat Connector, a suite of leading eDiscovery platforms capable of handling complex legal matters all around the globe.
Our distributed team spans multiple countries and time zones, and we are growing quickly as we expand our product reach into new regions around the world. If you are looking for a career with growth potential, this is a great opportunity.
Essential Job Responsibilities
The Product Support Analyst is responsible for the following:
• Provides Product Support to internal users and self-service clients; including Incident resolution and providing solutions/workarounds
• Works closely with Level-1 & Level-2 support, software engineers, business analysts, and quality assurance analysts to triage reported software issues
• Works closely with the DevOps team whenever an issue is related to server infrastructure.
• Analyzes application logs and investigates root cause for reported issues
• Builds database queries to investigate data related issues
• Keeps the stakeholders informed and documents the periodic status in the ticket/case until resolution
• Builds and maintains a knowledgebase of known issues and resolutions or workarounds
• Communicate and work with other company departments.
Requirements for the role include:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
• At least five years of eDiscovery and/or litigation support experience, using industry standard platforms and software
• Experience with eDiscovery processing, hosting and productions is required
• Ability to understand software development terminology and concepts
• Ability to translate those concepts to End Users
• Working knowledge of bug/incident tracking systems such as Service Now and Azure DevOps (Formerly VSTS)
• Experience in database analysis with the ability to read, write and execute basic SQL queries
• Experience with cloud-based platforms such as AWS or Azure preferred
• Good communication skills (Verbal and Written)
• Ability to understand software development terminology and concepts
• Ability to multi-task and work separate issues in a fast paced & dynamic company environment
• Demonstrated ability to work independently with limited direction or as part of a team
• High energy, proactive and approachable personality who enjoys solving diverse problems
• Proven problem-solving abilities and creative thinking
• Flexibility to work in shifts
Education & Experience
• Bachelor's degree in Computer Science, or a closely related field of study or an equivalent combination of education and experience.
Preferred Requirements/Certifications
• Experience with eDiscovery search term formatting and validation plus client facing experience strongly preferred
• Hands-on experience troubleshooting cloud based applications in AWS or Azure strongly preferred
• Experience troubleshooting databases, search logic and a foundational understanding of database file structure
• Industry standard compliance or process training such as Agile Process, ITIL, Six Sigma, PMP, Lean, and BPM
• Experience working across organization boundaries in a management role across multiple shifts and locations
#LI-DB1 #LI-REMOTE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.