OverviewFor over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Global Relay is a career-building company that offers competitive compensation and benefits and a culture that values big ideas, new challenges, and groundbreaking innovation. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.

Your roleAs part of the Client Services Team, the Enterprise Support Specialist will assist enterprise customers with post-implementation product issues, provide proactive guidance, manage support tickets, and collaborate with various teams to ensure seamless customer support experiences. The role mixes reactive and proactive activities:

Reactive: troubleshoot issues, provide break-fix support, and handle onboarding tasks.

Proactive: understand client priorities and deliver resolutions using a mix of hands-on work and coordination.

You will work to build relationships, drive client satisfaction, promote retention, loyalty, and account growth, and provide the highest level of personalized technical support to ensure client success.

Responsibilities

Act as the primary contact for troubleshooting and issue resolution for enterprise clients.

Develop an in-depth understanding of each client’s environment.

Manage high-profile client relationships independently while guiding internal stakeholders.

Take client issues from inception to resolution with white-glove care.

Provide rapid break-fix support to aid clients in critical moments.

Manage dedicated support cases outside usual queues to minimize wait times.

Proactively follow up on open issues to ensure timely resolution and satisfaction.

Expand product knowledge across Global Relay products and share expertise with the team.

Provide mentorship to junior team members and participate in QA processes.

Maintain documentation of client environments, interactions, and troubleshooting processes for knowledge sharing.

Collaborate with Customer Success Managers, Account Managers, Provisioning Services, Sales, and leadership to maximize satisfaction and retention.

Participate in peer reviews to ensure resolution quality and accuracy.

About youSuccessful candidates will demonstrate client-centered behaviors, technical proficiency, and a proactive problem-solving approach. You are a collaborative self-starter who works well with diverse teams and applies critical thinking to complex challenges.

Post-secondary education (undergraduate degree preferred).

5 years of SaaS support experience in a client-facing role.

3 years of technical, enterprise support experience.

Exceptional communication and collaboration skills for engaging with technical and non-technical stakeholders.

Ability to collaboratively set priorities and coordinate work with peers.

Adaptability to work with multiple teams on projects with varying degrees of flexibility.

Your skills

Strong troubleshooting and problem-solving abilities to resolve technical issues effectively.

Experience establishing connectivity and archiving from mixed, multi-clustered email server environments.

Strong written and verbal communication for client and internal interactions, including escalations and difficult conversations.

Ability to set up archiving for services requiring Global Relay software deployed in client environments.

Configure SAML authentication and SSO, as well as Directory Sync Services for enterprise clients.

Manage multi-tenant environments with diverse technical and non-technical contacts.

Advanced knowledge in two or more areas such as networking fundamentals, Exchange/Office 365 or Google Workspace, Windows Server, firewall concepts, scripting, and relevant certifications.

Experience with Salesforce Service Cloud or other ticketing systems; familiarity with Jira/Confluence or similar systems.

Working conditions

Enterprise Support operates on a 24x7 follow-the-sun model.

Occasional work outside business hours, weekends, and on-call rotation as required.

This is predominantly an in-office role with flexibility as needed.

What you can expectGlobal Relay offers a dynamic culture that fosters mentorship, coaching, and opportunities for career growth. We are an equal-opportunity employer committed to diversity, equity, and inclusion, and we support reasonable adjustments and flexible work arrangements to maintain a healthy work/life balance. For more about our business, culture, and community involvement, visit www.globalrelay.com.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet

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