Who we are:

For over 20 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.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Client Support team is part of our frontline team providing 24x7 customer and technical support that will help ensure our Global Relay App Services are running properly for each customer. They provide end user support, troubleshooting services using creative probing to resolve any technical issues.

The team’s responsibility includes but not limited to managing requests related to our customer’s Global Relay App Services such as Global Relay App Instant Messaging, Texting, Voice, WhatsApp and Personal Search to our customers, providing prompt and courteous implementation assistance to our customers.

The team can effectively communicate both verbally and in writing as well as in-depth collaboration with internal support and product teams in a fast-paced environment to mitigate risks and mistakes in a production environment.

Your responsibilities:

Broad knowledge of all GR Products and Services.
Understands interdependencies between Products and Services.
Developing specialist knowledge on one or more GR Products.
Good understanding of software systems concepts such as networking, firewalls, protocols, databases and more
Has good level knowledge on specific tooling and able to troubleshoot complex issues.
Able to identify weaknesses in monitoring and works to continually improve the observability of GR Products and Services.
Understands impact to business and customers from Service Incidents.
Capable of leading technical recovery to mitigate and restore service, minimizing impact to customers.
Leads technical root cause analysis of incidents and proposes actions to reduce risk of reoccurrence of incident, delivering any actions required from Application Support within agreed timeframes,
Identifies opportunities to improve efficiency and effectiveness of team.

Leadership, Coaching & Mentoring:
Assist other Client Support team members and other Support Teams as needed.
Escalation point or Point of Contact for both technical and procedural issues related to Support or customer issues.

About you:

Minimum of 4- 5 years of experience in a SaaS Business type model and Message Applications.
Minimum of 1 - 2 years of experience in a Helpdesk or Service Desk environment.
Able and willing to work with challenging customers with time constraints.
Able to work in a flexible changing shift

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.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

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

Application Support Technician

Global Relay

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