Senior eDiscovery Application Support Engineer

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

ABOUT THE COMPANY

GeorgeJon is the backbone of the eDiscovery industry. We plan, design, manage, support, and secure cost-effective, performance-optimized data platforms with 24/7/365 management and support for seamless user experience and peace of mind. Our vision is to be the foundation that supports every eDiscovery journey.

Our team of tech wizards, customer champions and savvy business experts is grounded in a set of shared values:

• Ingenuity is the driving force behind our innovation and growth. We encourage creativity, problem-solving, and the pursuit of new ideas.
• Respect is the cornerstone of every interaction. We treat each other with dignity and celebrate the unique perspectives of all individuals.
• Integrity is our moral compass. We do what’s right, deliver on promises, and embrace honesty and ethical conduct in all our endeavors.
• Collaboration is what fuels our success. Team members work in harmony, leveraging diverse skills to achieve common goals.

Some of the perks of working for GeorgeJon include a remote-first work environment, a high-value, low-cost BCBS health insurance plan, 401(k) with company match, ample time off including a full week in December, paid parental leave for primary and secondary caregivers, a wellness reimbursement program, and much more.

GeorgeJon is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status. It is our intent to comply with our duty to provide reasonable accommodation for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to [email protected].