POSITION OVERVIEW   

The Senior Technical Services Engineer is a high-level technical role responsible for overseeing the support and upgrade activities of mission-critical eDiscovery applications. This position requires extensive expertise in managing Relativity, CloudNine LAW/Explore, Nuix, iPro, RevealAI, Brainspace, and other leading platforms. The senior engineer plays a pivotal role in ensuring that these applications run optimally by maintaining both frontend and backend support, driving continuous improvements, and implementing upgrade strategies to keep environments secure and up to date. This is a remote position.

Please Note for U.S. Applicants: While we’re excited to grow our team, we can only consider candidates who reside in U.S. states where GeorgeJon is already registered to do business. Currently, we are able to hire in the following states: AZ, FL, GA, IL, IN, KS, KY, MI, MO, NC, ND, NJ, NM, OH, OK, SC, TN, VA, WI. We appreciate your interest and encourage you to check back as we expand into additional states.

RESPONSIBILITIES

• Support eDiscovery applications on the frontend and backend 
• Support Relativity, NUIX, Reveal, CloudNine, and iPro software suites, with the ability to triage and route calls to appropriate technicians as required
• Assist in maintaining and monitoring client environments 
• Deliver out-of the-box thinking and superior problem solving skills to address customer needs
• Create and edit documentation of internal processes and procedures 
• Communicate with customers, keeping them informed of incident progress and notifying them of impending changes or agreed outages 
• Guide the support team, providing escalation support as needed
• Enter all work as service tickets into ConnectWise 
• Work through a daily schedule in ConnectWise, closely logging all time and expenses 
• Identify areas for internal improvement and make constructive suggestions for change

QUALIFICATIONS

• Understanding of the EDRM Framework from hands-on experience
• Advanced knowledge of Relativity, NUIX, and/or Reveal software platforms 
• Advanced knowledge of Citrix NetScaler, application publishing, and/or terminal server
• Windows Server Administration 
• Scripting & Automation 
• Microsoft SQL Server 
• Microsoft IIS 
• Microsoft Clustering 
• Server, storage, and networking hardware knowledge
• Ticket management, issue tracking, change log management 
• Embrace working in a fast-paced environment and handling multiple projects/issues in occasionally high-pressure situations 
• Ability to travel for client engagements up to 10% of the time

NICE-TO-HAVES   

• Intermediate to advanced knowledge of other eDiscovery applications
• Relativity Infrastructure Specialist and/or Relativity Certified Administrator certifications
• Professional IT Certifications, such as: SQL, Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP