Associate Product Support Analyst

The Associate Product Support Analyst provides first and second level support for internal and self-service customers. The analyst will assume ownership of support cases 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. The support responsibilities described above will take up about 60% of the candidate’s time. In addition, the Analyst may participate in the Quality Assurance testing activities for the products.

Shift: Mon – Fri - 7:30 PM – 3:30 AM CET

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 Support Analyst to join our team that builds and maintains Epiq Discovery, a leading eDiscovery platform 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 unlimited growth potential, this is a great opportunity to be a part of a large company with a startup culture.

Job Responsibilities:

Provides product support to internal users and self-service clients
Works closely with level 1 and level 2 support, software engineers, product owners, and quality assurance analysts to triage reported software issues
Analyzes application logs and investigates root cause for reported issues
Builds database queries to investigate data related issues
Maintains knowledgebase of known issues and resolutions or workarounds

Education & Experience:

Bachelor’s degree in Computer Science or a closely related field of study or an equivalent combination of education and experience.
2+ years’ experience in Software Engineering, Quality Assurance, DevOps or a related field.

Qualifications and Skills:

Working knowledge of bug/incident tracking systems such as Service Now and Azure DevOps
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
Must be self-directed and foster initiative in others
Must be responsive to business needs in a 24x7x365 environment.

Preferred Requirements/Certifications:

Experience in eDiscovery and litigation support industry is a plus but not required
Hands-on experience with databases, search logic and a foundational understanding of database file structure is a plus
Experience working across organization boundaries and multiple shifts and locations is a plus

Leadership Competencies

Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.

Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.

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.