Job details
Job type full-time
Full job description
Kldiscovery, the global leader in ediscovery, is currently seeking a application support engineerThis role requires someone with exceptional technical knowledge and outstanding people skillsIt requires the ability to provide outstanding levels of service in a fast moving, constantly changing and flexible environmentThe ideal candidate will have a minimum of 2-5 years of proven success in enterprise application support and customer serviceA technical understanding of hardware, software, development and production support methodologies is desiredRemote, work from home opportunity responsibilities
Interact closely with operations, project managers, and client support to understand needs and develop requirements in order to implement and support customer facing applications.
Plan and perform application upgrades, evaluate and install patches and resolve application related problems.
Investigate and troubleshoot issues by determining root cause to remediate application issues and develop proactive measures to prevent future occurrences.
Centrally document, track, and monitor known application issues to ensure a timely resolution.
Adhere to change management procedures, including review, coordination, communication, implementation and follow-up procedures as they relate to kldiscovery/client expectations and industry standard best practices.
Demonstrate the ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility.
Serve as point of escalation, guidance, training, and mentoring to client support and others as needed.
Stay up-to-date with application best practices, relevant certifications where appropriate to drive maximum performance and value.
Centrally document systems designs, configurations, and troubleshooting guidance by writing and diagraming relevant information and creating faq’s/environmental handbooks/known issues.
Communicate updates and issues in a direct and timely manner via all communication modalities and in accordance with all applicable sla/slo’s.
Meet or exceed completion dates and requirements of projects and milestones.
Provide technical guidance/support, documentation and processes to internal clients for:
Mass migrations
Mass acquisitions
Email archive environments
Assist internal clients with other messaging systems as required.
Assist with other it tasks as required/assigned.
Maintain a general understanding of our industry and trends and a thorough understanding of all company products and services and technologies
Qualifications
Bachelor`s degree in a computer science (or equivalent experience), with at least 4 years of experience in it or application support
2-5 years of experience with enterprise application support and customer service
A proven ability to implement appropriate enterprise methodologies that ensure effective management of technical risk, smooth integration of products and dependencies, and system quality.
Experience with e-discovery applications such as: relativity, veritas, summation, law encase and/or nuix
Experience with enterprise backup solutions such as comvault, veeam and/or netbackup desired
Experience with enterprise archive solutions such as veritas, proofpoint, ziplip and/or hubstor desired
Have knowledge of commonly-used customer support concepts, practices, and procedures
Strong customer service focus
Understanding of sql administration and etl (extract, transform and load) concepts, tools and repositories
Windows and linux server administration experience desired
What we offer
A friendly and welcoming team-oriented environment
Opportunities for career advancement and growth
Business casual dress
Medical/dental/vision benefits as well as company provided life insurance, short term and long-term disability
Paid time off & 401k retirement savings plan with discretionary company match
Our cultural values entrepreneurs at heart, we are a customer first team sharing one goal and one visionWe seek team members who are:
Humble - no one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
Hungry - we all are driven internally to be successful and to continually expand our contribution and impact
Smart - we use emotional intelligence when working with one another and with clients
Our culture shapes our actions, our products, and the relationships we forge with our customersWho we are kldiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challengesThe company, with offices in 40 locations across 19 countries, is a global leader in delivering best-in-class ediscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clientsServing clients for over 30 years, kldiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review servicesIn addition, through its global ontrack data recovery business, kldiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape managementKldiscovery has been recognized as one of the fastest growing companies in north america by both incMagazine (inc5000) and deloitte (deloitte`s technology fast 500) and ceo chris weiler was recognized as a 2014 ernst & young entrepreneur of the year™Additionally, kldiscovery is a relativity certified partner and maintains iso/iec 27001 certified data centers around the worldKldiscovery is an equal opportunity employer.
