Enterprise Services Support Specialist

For 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 the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

As part of the Enterprise Services Team, the Enterprise Support Specialists work with clients in support of Global Relay’s services. The primary function of the Enterprise Support Specialist is to troubleshoot services and use creative problem solving to resolve client issues of our most strategic and demanding accounts and to ensure the success of the client.

Your responsibilities:

• Responsible for the support of the Global Relay product suite, including third party services.
• Provide world class service and support of Global Relay’s platforms and resolve all Enterprise and Tiered client enquiries with urgency.
• Build strong relationships with Clients, Partners, and other Global Relay Teams.
• Ensure client deadlines are met in an efficient and professional manner.
• Provides regular updates if there are roadblocks to achieving set deadlines.
• Support for clients with an unlimited number of users and highest complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in Support documentation or wiki articles are addressed.
• Perform peer reviews to ensure quality and accuracy.
• Manage high profile client relationships independently while providing guidance to internal business stakeholders.
• Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environment.
• Setup archiving for services requiring Global Relay software deployed in client environments.
• Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise clients.
• Manage multi-tenant setups with a variety of technical and non-technical contacts.
• Attend Sprint demos to champion client and support interests to Product Management team.
• Review standard release and emergency fix deployment plans and communicate any perceived risks.
• Ensure product updates are cascaded into the team’s knowledge base and to client facing documentation.
• Work with Global Relay Development and Escalations teams to resolve client issues, and collaborate internally to effectively support the organization.
• Ensure proper Jira creation for Escalation and various GR Team.
• Troubleshooting with clients and Global Relay teams to effectively resolve reported issues and requests.
• Sales Force Dashboard Monitoring, reporting and escalation.
• Take ownership of cases, and work to resolution with urgency.
• Assist other Support members and Global Relay departments with client escalations.

About you:

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 5+ years technical, enterprise systems administration experience.
• Minimum 2 years SaaS implementations experience which must include experience in a client facing role.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience.
• Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio).
• Strong analytical and problem-solving skills with significant attention to the smallest details.
• Strong understanding of domains, networking principles, message flow, email protocols, and DNS.
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO).
• Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, are required.
• Proficiency with MS Windows Server / workstations and command line interface.
• Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.
• Ability to create and run Excel Macros, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts preferred.
• Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP and other industry certifications are desirable.
• Familiarity with Salesforce and Confluence WIKI including the use of trouble-ticket and support information systems is required.

Working conditions:

Enterprise Support Coverage is needed 24x7 leveraging a follow the sun model. Specialists are required to work professional workdays, meaning weekend and off hours availability for scheduled activities, urgent client requests, and ad hoc escalations are required. Flexibility will be provided if weekend and off hours coverage is required.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual. We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.