• Diagnosticar y resolver incidencias relacionadas con hardware, software, redes, plataformas web e integraciones • Asegurar la continuidad operativa de los sistemas y servicios de Jelou • Gestionar incidentes tanto de usuarios internos como de clientes externos • Comunicar de forma clara y empática el estado de las incidencias a usuarios técnicos y no técnicos • Contribuir a la mejora continua del soporte técnico, proponiendo optimizaciones basadas en incidencias recurrentes

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support • Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments • Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments • Accurately document and track issues using our internal ticketing system • Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem • Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info • Communicate real-time insights with your team through collaboration tools like chat and internal channels • Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience • Take on additional duties and special projects as assigned

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. App and Dev Support Engineer - eDiscovery About the Role We are seeking a Senior eDiscovery Support Analyst to support and evolve our enterprise eDiscovery hosting platforms, including Relativity Server and RelOne. In this role, you will deliver exceptional customer experience to both internal and external users while playing a key part in the design, implementation, deployment, and ongoing support of our platforms. You will work closely with Client Services, Data Management, Development, Infrastructure, and external vendors to support large, global customers with demanding service-level agreements (SLAs). This is a hands-on, senior technical role requiring deep eDiscovery expertise, strong troubleshooting skills, and the ability to drive issues to resolution in complex, distributed environments. Key Responsibilities - Provide advanced support for enterprise-scale eDiscovery platforms, including Relativity Server (2021+) and RelOne - Support large global customers operating across multiple time zones with strict SLAs - Act as a primary point of coordination during incidents, ensuring clear communication with internal teams, vendors, and customers - Troubleshoot complex issues across distributed systems, including: - Citrix and VDI environments - Windows and Linux servers - SQL Server - Active Directory, MFA, and authentication services - Networking and cloud infrastructure (Azure) - Collaborate with Infrastructure, Development, and Data Management teams to resolve platform and performance issues - Proactively identify risks, recurring issues, and opportunities for improvement - Learn and adopt new eDiscovery technologies to enhance platform support and customer satisfaction - Create and maintain technical documentation, runbooks, and user-facing guidance - Drive issues to resolution end‑to‑end rather than relying solely on escalation Required Qualifications - Bachelor’s degree or equivalent practical experience - 5–7 years of hands-on experience supporting Relativity Server (minimum 2021 version) - Strong experience in the eDiscovery industry - Demonstrated success supporting enterprise customers with demanding SLAs - Strong understanding of: - Windows Desktop and Windows Server environments - Linux servers - Databases (SQL Server) - MFA and authentication systems - Networking and web technologies - Cloud platforms (Azure) - Excellent verbal and written communication skills; comfortable engaging with customers during high-pressure situations - Ability to work independently while also thriving as a collaborative team member - Proactive mindset—anticipates issues and takes ownership without waiting for direction Preferred Qualifications - RelOne support experience - Experience supporting other eDiscovery hosting platforms - Experience working in ServiceNow or similar ticketing systems - Knowledge of network infrastructure concepts - Knowledge of Windows infrastructure, including Active Directory and Group Policy (GPO) At Conduent, we value individuality and flexible working arrangements. In this role, you can expect: - Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance. We offer perks and rewards designed to support you: - Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one. - Retirement Savings: Robust programs to help you secure your financial future. - Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more. - Career Growth Opportunities: Paths for advancement within a global organization. - Paid Training: Learn while you earn with award-winning learning platforms. - Paid Time Off: Competitive PTO packages to help you recharge. - Great Work Environment: Join an award-winning culture that values diversity and inclusion. Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $91K - 118K annually. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

• Resolve basic issues remotely by phone and email support that have been reported by the customer. • Provide comprehensive Phone and Email Support for the efficient resolution of incidents & requests for end-users. • Resolve more complex hardware & software problems utilizing this additional training & expertise. • Appropriately document all required information into the ticketing system & the knowledgebase. • Efficiently & accurately identify the customer’s specific information. • Meet required productivity expectations, including Service Center metrics. • Route & Dispatch the service request, incident or change request to the appropriate IT support group or next level Tech, for resolution. • Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current. • Maintain a positive relationship with fellow peers, cross functional teams & leadership.