Product Support Analyst

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Descrizione

At Epiq , your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale. Job Description: Position Summary The Product Support Analyst is a member of the Epiq Service Cloud Support team within Epiq's Legal Solutions business unit and is responsible for Level 1 and 2 technical triage of Support Incident tickets for Epiq’s proprietary eDiscovery and Data Mining platforms, including, but not limited to, Epiq Discover , Epiq AI, and Canopy for Data Mining. The Product Support Analyst provides first- and second-level support for internal users and external SaaS clients using Epiq's cloud-hosted software solutions. The analyst will own assigned support cases and follow through until the issue is closed or reassigned to another individual or department. If a question cannot be answered immediately, the candidate will be expected to use available resources and/or consult with the product development team to resolve the issue in a timely manner. This position requires advanced troubleshooting knowledge and strong problem-solving skills, as well as knowledge of e

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