# Product Support Analyst

**Company**: Epiq
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Salary**: $55,000 - $65,000
**Category**: IT
**Industry**: Technology

**Apply**: https://epiqsystems.wd503.myworkdayjobs.com/en-US/Epiq_Careers/job/USA-Phoenix-AZ-3255-East-Elwood-St-Suite-110/Customer-Support-and-Training-Specialist_R0035212?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6f0d10eb-0db

## Description

At Epiq, you'll join a values-driven community where integrity guides decisions, relentless service sets the bar, and they thrive on big challenges together.

The Product Support Analyst is a 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's proprietary eDiscovery and Data Mining platforms, including Epiq Discover, Epiq AI, and Canopy for Data Mining.

The Product Support Analyst provides first- and second-level support for internal users and external SaaS clients using Epiq's cloud-hosted software solutions. The analyst will own assigned support cases and follow through until the issue is closed or reassigned to another individual or department.

**Responsibilities:**

- 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 when an issue relates to server infrastructure

- Analyzes application logs and investigates the root cause of 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 knowledge base of known issues and resolutions or workarounds

- Communicates and works with other company departments

**Requirements:**

- 1–3 years of eDiscovery, Data Mining, or litigation support experience using industry-standard platforms

- Hands-on experience with eDiscovery/Data Mining processing and hosting (production experience is a plus)

- Ability to translate technical and software development concepts for end users

- Customer-service-oriented team player with strong organizational and communication skills (verbal and written)

- Working knowledge of incident/bug tracking tools (e.g., Jira Service Management)

- Familiarity with cloud-based platforms (AWS or Azure preferred)

- Proactive and adaptable, with the ability to prioritize and manage multiple tickets independently or collaboratively

- Flexibility to work shift schedules

**Education & Experience:**

- Bachelor’s degree in Computer Science, Business Management 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

- Experience troubleshooting databases, search logic, and a foundational understanding of database file structure

- Proficiency in database analysis and basic SQL queries is a plus.

The salary range for this position is $55,000 - $65,000 depending on experience.

## Skills

### Required
- eDiscovery
- Data Mining
- cloud-based platforms
- incident/bug tracking tools
- database analysis
- SQL queries

### Nice to have
- eDiscovery search term formatting and validation
- client-facing experience
- troubleshooting databases
- search logic
- database file structure

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Source: [Apply at epiqsystems.wd503.myworkdayjobs.com](https://epiqsystems.wd503.myworkdayjobs.com/en-US/Epiq_Careers/job/USA-Phoenix-AZ-3255-East-Elwood-St-Suite-110/Customer-Support-and-Training-Specialist_R0035212?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)