The 👉 Product Support Analyst provides second level support for internal and self-service customers. The analyst will assume ownership of investigating on issue and update the tasks up to date. 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. 

🔎 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. 

➡️ Shift: Mon- Fri 11:00 - 19:00 CET 

💡 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. 
• 3-5 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