Technical Lead, Data Services

For over 25 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.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas, new challenges, and groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

The Data Services team provides audit, eDiscovery, and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries. As a Technical Lead, Data Services, you will provide guidance and assistance to Data Services team members, customer-facing departments, and Product Development teams about Data Services' processes and business operations of our fast-paced organization.

This role will be focused on the oversight of services offered by the Data Services Department, and the continuous improvement of the processes, services offered, and technology used in the department. The Technical Lead, Data Services will also be required to perform customer-facing work as needed with a focus on complex and strategically important requests. These include imports, exports, migrations, legal holds, retention terms configurations, deletions and terminations, and other ad hoc enquiries.

Your responsibilities

• Act as the primary point of contact for the Data Services team on operational questions and escalated client issues.
• Provide day-to-day oversight of all Data Services customer requests, ensuring timely, accurate, and compliant execution.
• Support the Data Services leadership team with departmental initiatives, ad hoc projects, and operational priorities.
• Serve as back-up for Department On-Call support as required.
• Contribute to hiring, onboarding, and training of new team members.
• Capture, maintain, and disseminate operational knowledge and best practices across the department.
• Participate in leadership discussions and development activities to support ongoing leadership growth.

Operational & Governance

• Oversee request and workflow queues to ensure all Data Services requests are managed efficiently and to a high standard.
• Lead the documentation, maintenance, and continuous improvement of Data Services processes and service offerings.
• Drive initiatives to develop, test, and troubleshoot Data Services–related product and service features.
• Represent Data Services in relevant product and stakeholder reviews.
• Provide subject matter expertise in support of strategically important initiatives in partnership with Product and Program Management team.
• Ensure departmental processes align with ISO27001 and SOC2 requirements and audit standards.
• Support internal and external ISO27001 and SOC2 audits as required.

Technology & Systems Expertise

• Maintain advanced proficiency across all software, tools, and systems used by the Data Services team.
• Stay informed on product roadmaps, enhancements, and feature requests relevant to Data Services.
• Coordinate, analyse, and validate operational reports and dashboards as required to support decision-making.

Customer Delivery

• Lead and oversee complex, customer-facing projects including data imports, exports, migrations, legal holds, retention configurations, deletions, terminations, and other ad hoc requests.
• Manage initial customer escalations, complaints, or incidents, escalating to Team Leads or senior leadership when appropriate.
• Ensure departmental service expectations are met, including adherence to defined SLOs, SLAs, and KPIs.

About you

• Post-secondary education; undergraduate degree preferred.
• Minimum 3 years of experience in Data Services Department preferred.
• Minimum 5 years of experience in a dynamic office environment.
• Ability to write and speak English fluently, with strong editing skills.
• Previous legal, technical, and/or business communication required.
• Experience in Microsoft Office, specifically Excel and Outlook.
• Technical/desktop trouble-shooting skills and computer proficiency.
• Previous administration experience with the ability to manage multiple projects simultaneously.

Working Conditions

• Prepared to work evening / weekend shifts on rotation as needed.
• Prepared to work statutory holidays as needed.

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.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.