Customer Experience & Support (1)

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.

Job role:

The Enterprise Customer Support team helps ensure our services run correctly and smoothly for each customer. They troubleshoot services and use creative problem solving to get to the bottom of every technical issue. This team is available 24x7 to quickly assist our customers - whether it requires sifting through server logs, configuring software, or troubleshooting an Exchange environment.

The primary function of Global Relay’s System Support Technicians is to provide a more proactive approach in supporting our customers by identifying points of failure for archiving, hosted mail systems, and other Global Relay services.

System Support Technicians effectively communicate, both verbally and in writing, while working in a fast-paced environment with a complex service offering. They pay very close attention to detail in an effort to mitigate potential mistakes in a production environment.

Your responsibilities:

Work with partner hosting providers & other vendors
Work with GR Dev and Escalations team
Proper Jira creation for Escalation and various GR Team.
Logs searching/reading and services dashboard monitoring and development
Global Relay Administrative Tools includes but not limited to:
- Directory Sync Scope
- SCIM Sync Scope
- Advance SCIM/Directory Sync (i.e. Client AD migration)
- Advance LDAP Query
- Troubleshoot LDAP Query
- Updating Sync Scope
- Schema Mappings
- Extended Property
- Function / Roles / Entitlements
- SAML
- Reporting
- Advance understanding of Reconciliation Reporting
- Routing Rules
- Adding Services
Troubleshooting
- Initial Directory Sync troubleshooting
- Directory Sync deactivation threshold troubleshooting
- User / Group sync scope troubleshooting
- Archive Message troubleshooting
Update Support Wiki as required
Sales Force Dashboard Monitoring
Assist other Support members and Global Relay departments with customer escalations
Leadership, Coaching & Mentoring:
- Assist Support team members and other Global Relay departments as required
- Provide mentorship to Jr. System Support Technicians regarding complicated setups and integrations; verifying proper setup and functionality before live deployment to a client
Specialized Duties and Responsibilities:
- Dashboard monitoring
- GR services upgrade project
- Project Work
- Learning to become an SME for GR Product(s)
- Build and maintain KB

About you:

3 to 5 years customer facing assistance roles
Possess excellent interpersonal and communication skills with outstanding telephone and email etiquette
Strong understanding of Global Relay systems and organization.
Strong understanding of domains, networking principles, message flow, email protocols, and DNS
Familiarity with Salesforce and Confluence WIKI including the use of trouble-ticket and support information systems is required.
Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is required
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
Proficiency with MS Windows-based PCs and command line interface
3+ years in SaaS implementations or equivalent experience preferred

Working conditions:

Able and willing to work with challenging customers
Prepared to work afternoon shifts on rotation

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base salary range

$80,000—$95,000 CAD

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.

Enterprise Services Support Specialist

Global Relay

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