Enterprise Technical Implementation Specialist

Your role:

As part of the Enterprise Onboarding Team, the Enterprise Technical Implementation Specialists work with customers in executing the technical onboarding of Global Relay’s services. The Enterprise Technical Implementation Specialists work in collaboration with the Onboarding Team and customer IT resources to implement services in scope, provide guidance on best practices, and drive implementation progress. Technical Implementation Specialists are trusted client advisors helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and smoothly. This team is available 24x7 for working with customers globally.

The primary function of the Enterprise Technical Implementation Specialists is to participate in the provisioning of our most strategic and demanding accounts and work to ensure the success of the customer’s implementation. Working collaboratively as part of the Enterprise Onboarding Team the Technical Implementation Specialists will assist in the mentoring of internal resources, and championing Provisioning’s requirements throughout the development cycle of Product releases.

Your responsibilities:

• Responsible for the setup, and implementation of the Global Relay product suite, including third party services.
• Provide world class service in the deployment of Global Relay services and resolving customer enquiries.
• Build strong relationships with Customers, Partners, and other Global Relay Teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Work with clients to determine required workflows and implement solution leveraging best practices.
• Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.
• Complete implementations for clients with unlimited number of users and highest complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.
• Perform peer reviews of new service implementations.
• Manage high profile client setups independently while providing guidance to Project Managers and Business Development.
• Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environment.
• Setup archiving for services requiring Global Relay software deployed in customer environments.
• Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise customers.
• Manage multi-tenant setups with a variety of technical and non-technical contacts.
• Attend Sprint demos to champion client and implementation interests to Product.
• 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.

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 customer facing role.
• Adaptability to working 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 with 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, is 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.

Working conditions:

Enterprise Technical Implementation Specialists coverage is needed 24x7 leveraging a follow the sun model. Specialists are required to work professional work days. Weekend and off hours availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations is required.