Enterprise Support Specialist

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we’re hiring for an Enterprise Support Specialist who will thrive in a dynamic high-growth start-up environment. 

Frontline workers are the lifeblood of our economy, and we’re building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we’ve designed, built and launched an entirely new product category and we’re disrupting the handheld radio industry. What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We’ve achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Operations team to support this growth!

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We’ve achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Support team to support this growth!

This role is based in our Raleigh, NC headquarters, requiring 5 days per week in the office from 9am-6pm ET.  

We are seeking an Enterprise Support Specialist to provide expert-level support to Enterprise, Strategic, and internal customers. You will collaborate with Customer Success, Product, Engineering and Support teams to resolve technical issues, implement best practices, and enhance the customer experience. As a subject matter expert in our product’s software and hardware, you will handle complex escalations, analyze support trends, and ensure timely resolution of bugs, outages, and configuration challenges. The ideal candidate possesses a technical curiosity, is detail-oriented, proactive, and customer-obsessed, with a passion for problem-solving.

What you will do:

• Be the primary technical contact in onboarding strategic customer accounts (virtually and in person), ensuring connectivity environments, indoor location, and additional product functionality meets performance standards
• Serve as a primary point of contact for technical troubleshooting and problem-solving, ensuring timely resolution and maintaining strong relationships with strategic customers. This includes collaborating with internal and external teams to identify root causes and implement effective solutions.
• Build credible and long standing relationships both key IT and business stakeholders within strategic customer accounts
• Demonstrate a strong understanding of customer’s product usage and use cases by documenting and tailoring support practices based on account needs
• Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
• Leverage customer interactions, escalation trends, industry data, and knowledge of new/upcoming features to drive continuous improvement of support documentation, SOPs, and processes, ensuring timely resolution and an excellent customer experience
• Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams.
• Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed, escalating as needed, and advocating for the customer by collaborating with Product, Engineering, Operations, and other teams.
• Be deeply familiar with the product roadmap and its relevancy to assigned enterprise customers. Partner with Customer Success to ensure communication is clear with customers.
• This role requires approximately 40% travel for on-site customer engagements, including onboarding, troubleshooting, new product introductions, business reviews, and roundtables.

What you will have:

• 4 or more years experience in a technical support role within a transferable industry
• Demonstrated experience providing face-to-face customer support, including the ability to build rapport, address customer inquiries and concerns, and resolve issues effectively
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent oral & written communication skills
• Ability to undertake travel to customer locations with short notice
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to articulate complex issues simplistically with carrying stakeholders from end operators to C-suite executives
• Ability to thrive and react to changing business needs within a startup environment
• Established track record of successfully building and nurturing relationships across diverse levels of experience
• Experience with CRM platforms and ticketing tools

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = Best Work In My Life).

It’s truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you’ll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor led classes
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.