application support engineer-greece (remote)

KLDiscovery, one of the largest national eDiscovery providers, is currently seeking an Application Support Engineer for our North American Team. This role requires someone with technical knowledge and outstanding people skills. It requires the ability to provide outstanding levels of service in a fast moving, constantly changing and flexible environment. The ideal candidate will have a minimum of 1-2 years of proven success in enterprise application support and customer service. A technical understanding of hardware, software, development and production support methodologies is desired.  This position is Friday – Tuesday, 4PM – 12AM  

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 design, 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

  • Application Deployment

  • Automation

• Assist with other support tasks as required or assigned.

• Maintain a general understanding of our industry and trends and a thorough understanding of all company products and services and technologies

Qualifications

• Require a bachelor's degree in a Computer Science (or equivalent experience), with at least 2 years of experience in IT, DevOps or Application Support

• Experience:

• 1-2 years of experience with enterprise application support and customer service

• 1-2 Experience with Linux, Windows, PostGres or MS-SQL in an Enterprise Environment required.

• 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, Brainspace, Veritas, Summation, LAW EnCase and/or Nuix desired

• Special Skills or Knowledge

• English Language fluency required

• Has 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 

At KLD we invest in employees and their families by placing their wellbeing first.  We offer competitive total compensation that includes base pay, bonus potential, inclusive benefits, wellness programs, and perks.  We use market and industry data to inform pay decisions while considering geography and labor markets, individual experience, and business needs.  Individual compensation will vary, although a reasonable estimate of the current annualized base pay range for this position is €40,000 to €60,000 and bonus opportunity.

• Generous paid time off, that offers various time off options to help employees maintain a work-life balance, such as Annual, Sick, Maternity & Paternity, Bereavement, Election Leave, Community Service, Holidays, and more! 

• Group Life & Medical

• Pension

• Ongoing learning and development, a focus on continuous professional development through various training and education reimbursement programs. 

• A diverse and inclusive workplace where we all learn, grow, and achieve the greatest heights…together. 

• Free Employee Support Program (ESP) because we all could use a little help and support every now and then. 

• Refer a friend bonus, earn a bonus!  

• Free, fun, interactive and incentivized global wellness program that promotes the wellbeing of our employees. 

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We 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 customers. 

Who We Are

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 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 clients. 

Serving 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 services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management. 

KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500. Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.