Job Description
Who we are:
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. 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.
Your Role:
We are seeking a highly motivated, client-focused Technical Support Specialist to support our Mid-Market and Enterprise clients as part of the Client Services team.
This role is focused on delivering high-quality, scalable post-implementation technical support. You will act as a technical subject matter expert, partnering closely with Technical Account Managers (TAMs), Customer Success, and Account Management to ensure clients receive timely, knowledgeable, and consistent support.
You will primarily provide reactive break-fix support, technical guidance, and structured onboarding assistance, while contributing to proactive service improvements through collaboration with TAMs and cross-functional teams.
This role balances strong technical troubleshooting capability with an understanding of client business impact, ensuring issues are resolved efficiently and professionally.
Your Responsibilities:
- Provide post-implementation technical support for Mid-Market and Enterprise customers.
- Troubleshoot and resolve product and configuration issues in a timely and structured manner.
- Own support tickets from intake to resolution, ensuring SLA adherence and clear communication.
- Partner with Technical Account Managers (TAMs) and Customer Success to align on account priorities and technical risk areas.
- Manage escalations by coordinating cross-functionally with Engineering, Product, Provisioning, and other internal teams.
- Contribute to continuous improvement by identifying recurring issues and recommending process or product enhancements.
- Maintain accurate documentation of client environments, troubleshooting steps, and resolutions.
- Participate in peer reviews and QA processes to ensure resolution quality and consistency.
- Expand product and technical knowledge across Global Relay solutions.
- Support onboarding activities through structured technical configuration guidance where required.
- Writing technical content in the form of knowledge-based articles dedicated to operational efficiency and thereby empowering and enabling teammates and customers
- Assess the level of business impact of issues/product defects/feature requests reported by customers and create detailed reports in Jira to share with partner teams
About You:
You are technically strong, operationally disciplined, and comfortable working within a structured support model. You understand the importance of balancing responsiveness with scalability and process adherence.
You thrive in collaborative environments and are comfortable partnering with TAMs and Customer Success teams rather than operating as a standalone account owner.
Requirements:
- 5+ years of SaaS support experience in a client-facing technical role.
- 3+ years supporting Mid-Market and/or Enterprise customers.
- Strong troubleshooting and root cause analysis skills.
- Ability to manage multiple priorities in a structured, SLA-driven environment.
- Strong written and verbal communication skills.
- Experience working cross-functionally in complex organisations.
Your Technical Skills:
- Strong troubleshooting and problem-solving capabilities.
- Experience configuring or supporting archiving solutions deployed in client environments.
- Knowledge of SAML authentication, Single Sign-On (SSO), and Directory Sync services.
- Experience managing multi-tenant environments.
- Familiarity with telecom services and carrier escalations.
- Experience with Salesforce Service Cloud or similar ticketing platforms.
- Experience using Jira, Confluence, or similar systems.
Advanced knowledge in two or more of the following areas:
- Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
- Microsoft Exchange, Office 365, or Google Workspace
- Windows Server and workstation environments
- Firewall configuration and ingress/egress filtering
- Basic scripting (PowerShell, Perl, VBScript, SQL)
- Relevant certifications (MCSE, MCITP, CCNA, PMP)
- Instant Messaging, SMS, and Voice services
Working Conditions
- 24x7 support environment operating in a follow-the-sun model.
- Participation in an on-call rotation as required.
- Hybrid in-office role (3–4 days per week), with flexibility 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.
