Support Analyst (2nd Shift)

Description Position: Support Analyst (2nd Shift) Reports To:   Manager of Customer Support   Location : U.S. West Coast (5PM CT to 2AM CT) Job Overview   The Support Analyst is a key member of an overall team responding to customer inquiries across the full suite of Reveal software. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. They are first-line responders and carry from initiation to resolution. This individual is quick at determining the level of support required and performing triage to correct up-line team members. While this role is primarily remote, you’ll still enjoy strong connectivity with your team and clients. You’ll have access to a collaborative network of colleagues who are committed to timely and effective client support. Our team culture emphasizes communication, responsiveness, and shared success—no matter where you're working from. We provide the tools and support needed to thrive in a virtual environment, ensuring you feel connected and empowered every step of the way. Responsibilities & Duties   Respond to customer inquiries in a timely manner and utilize skills and knowledge of applications to answer questions and solve technical problems. Owns ticket until completely resolved and provides follow-up with client after closed to assure continued success. Assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction. Create, maintain, and provide when appropriate SQL scripts to provide access and reporting to additional functionality and data for reporting. Proactively and reactively create client service-related applications in collaboration with other internal and external teams. Assist in the development of installation packages for various internal or external customers. Actively assist in maintaining Reveal’s cloud-based services and developing methods for automated maintenance or reporting. Contribute to software documentation, knowledgebase articles, and other client-facing materials. Perform other duties and responsibilities as assigned to support team, department and organizational goal. Characteristics   Excellent written and oral communication skills. Engaging personality and ability to  engage others. Keen sense of attention to detail. Obsessive documentation practices. Problem solver with follow-through on tasks. Seeker of excellence with unending pursuit of improvement. Unselfish team player. Quickly learn and understand technology. Education & Experience   College degree in Computer Science or Information Systems related area. Familiar with client-server architecture, modern programming language, and SQL scripting. 4 to 7 years of working experience. eDiscovery experience is a big plus. Familiar with Azure/AWS a plus. Friendly , collaborative , in-office work   Ideally, you would have…