Product Support Analyst

Product Support Analyst

At Epiq, your work contributes to complex, global legal outcomes. You'll join a values-driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise-wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that's recognized externally. Enabled by modern platforms and AI, you'll do the most meaningful work of your career and see your impact at scale.

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, but not limited to, 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. If a question cannot be answered immediately, the candidate will be expected to use available resources and/or consult with the product development team to resolve the issue in a timely manner. This position requires advanced troubleshooting knowledge and strong problem-solving skills, as well as knowledge of eDiscovery and/or Data Mining support processes and software applications. While the support responsibilities described above will take up the majority of the candidate's time, the Analyst may also participate in Quality Assurance testing activities for the products.

Are you ready to leverage cutting-edge cloud technologies to tackle complex, real-world challenges in the legal space?

We are seeking a high-energy, talented Product Support Analyst to join our team powering world-class eDiscovery and Data Mining platformsincluding Epiq Discover, Epiq AI, Epiq Narrate, Epiq Capture, Epiq Processing, Epiq Chat Connector, and Canopy. While your primary focus will be mastering and supporting Canopy, Epiq's premier Data Mining application, you will also collaborate to support other applications as required based on the needs of our global customer base.

Our fast-growing, global team spans multiple countries and time zones. If you want a high-impact career with unlimited growth potentialcombining enterprise scale with a fast-paced startup culturethis is the opportunity for you!

Essential Job 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 for the role include:

• 13 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.

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

Your specific salary will be determined based on several factors:

• Location-based market rate for the role
• Your abilities in relation to the job specification
• Performance during screening and interview
• Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

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.