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
Deliver out-of the-box thinking and superior problem solving skills to address customer 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
Guide the support team, providing escalation support as needed
Enter all work as service tickets into ConnectWise
Work through a daily schedule in ConnectWise, closely logging all time and expenses
Identify areas for internal improvement and make constructive suggestions for change

Understanding of the EDRM Framework from hands-on experience
Advanced knowledge of Relativity, NUIX, and/or Reveal software platforms
Advanced knowledge of Citrix NetScaler, application publishing, and/or terminal server
Windows Server Administration
Scripting & Automation
Microsoft SQL Server
Microsoft IIS
Microsoft Clustering
Server, storage, and networking hardware knowledge
Ticket management, issue tracking, change log management
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% of the time

Senior eDiscovery Technical Services Engineer

Key skills