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.