Support Engineer (L2)

Consilio offers end-to-end legal services and technology platforms, bringing together world-class expertise, innovations in technology and data, along with robust workflows within eDiscovery.  

As part of the Application Services team, the Application Support Engineer will support key eDiscovery systems. This role will involve working within a global team to maintain, troubleshoot, and optimize these applications, collaborating closely with Data Operations, Project Management, Database Administration, and IT Infrastructure teams on diverse and challenging issues. 

This position is based out of our Bengaluru office, working on a rotating US/UK/India shift to provide 24x7 support across the globe. 

• Ensure uptime, scalability, and performance of eDiscovery applications, including custom apps and workflows built on these platforms. 

• Provide timely responses and resolutions to incoming help desk tickets independently and in collaboration with fellow team members. 

• Escalate tickets and collaborate with Tier 3 support, infrastructure teams, or development teams as needed. 

• Assist with regularly scheduled maintenance activities, Disaster Recovery, and smoke testing as needed for other activities. 

• Build in-depth support knowledge of the full suite of supported applications and contribute to team knowledge-sharing meetings. 

• Develop and utilize your knowledge of T-SQL, PowerShell, JavaScript, Linux, etc., to troubleshoot existing issues and create custom solutions to unique problems. 

• Build comprehension and understanding of additional technology functions such as networking, server administration, Active Directory, ant other topics as they relate to application support. 

• Bachelor’s degree or equivalent experience. 

Minimum Experience Requirements: 

• 4+ years of experience in related roles, including 2+ years supporting eDiscovery applications or 3-5 years of general IT Support/Application Support experience. 

• 3+ years of experience with Relativity, either in a front-end or back-end role. 

• Experience supporting applications from both UI and Infrastructure perspectives. 

• Intermediate-level knowledge with MS SQL Server and basic T-SQL commands. 

• Experience working with a ticketing system or other defined ticketing workflow. 

• Experience with command-line Linux  

• Working knowledge of the EDRM. 

• Strong analytical and problem-solving skills, with the ability to explain complex concepts in a clear and concise manner. 

• Quick to learn new applications and thrive in a dynamic environment. 

Other Experience/Certifications: 

• Relativity Certified Administrator (RCA) or other Relativity Specialists Certification is a plus. 

• MS SQL Server certifications and/or experience writing advanced T-SQL queries 

• Familiarity with IIS, networking, file-system concepts, and PowerShell/JavaScript