Intermediate 2 Application Support Specialist @ Global Relay

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.

Your role:

The stability of our software is paramount given our customers rely on our services to keep them compliant. With this in mind, we are looking for a motivated individual to join our team and contribute to the smooth running of our live systems. We know that production incidents happen from time to time, but with your help and expertise we will reduce their impact and likelihood of re-occurrence, while taking the opportunity to continuously learn and improve.

At Global Relay we run our software and platforms ourselves, leveraging a fully on premise ('on-prem') model, this provides the opportunity to learn and solve unique and interesting challenges. Your role will involve building up valuable domain knowledge including Global Relay's products and services. As part of this you will help identify areas of potential operational risk 'hot spots' and collaborate with cross functional teams to implement mitigating solutions. When a production incident occurs you will be motivated to take ownership, troubleshoot and liaise closely with other subject matter experts to fix the underlying issue.

Your responsibilities:

Given the varied nature of the role, your time will be split working across the following areas:

Continuous learning: Keeping up to date with Global Relay's products and services and tracking their dependencies. Be an active participant in post incident reviews and contribute to knowledge bases to ensure we are continuously learning and improving
Incident response: Troubleshoot and triage incidents effectively by reviewing monitoring output, log stack traces and knowledge bases. Action accordingly in line with severity. As part of incident response this will require out of hours support as part of a rota.
Implementing operational best practices: Working with engineering teams including the DevOps community to ensure actionable run books are complete and accurate. Instrument automated end point checking, dashboards and alerting to help identify potential issues early.
Operational Readiness: During the inception stages of a services, review operational readiness and advise accordingly

Some of the technologies that you will interact with include:

Observability: Grafana Labs stack, Zabbix
Collaboration, knowledge base, ticketing and code versioning: Atlassian Suite
Containerization/Virtualization: Docker/Podman
Container Orchestration: Kubernetes
CI / Automation execution: Jenkins
Scripting: Python, Bash
Operating Systems: Linux, Windows, iOS, Android

Where you have knowledge gaps, training and shadowing opportunities will be provided.

About You:

You have an automation-first mindset. You enjoy sharing your knowledge and have a thirst for expanding your own technical horizons. You are able to work under pressure and you are a keen problem solver with a drive for finding efficient solutions to challenging problems. You enjoy working with others.

A minimum of 4 years working in an Application Support or SRE role
Hands on experience with observability platforms, Linux, scripting and container technologies
Experience using code versioning systems
You are comfortable in dealing with incidents under high pressure scenarios
Experience with being on call as part of a rota
Familiar with Kubernetes concepts
You are comfortable collaborating with cross functional areas
You are comfortable working with cross geographic teams
Can understand code at a high level and are familiar with exception logs and stack traces as part of troubleshooting

Nice to haves

Familiar with Grafana Labs stack
Experience troubleshooting applications running in Kubernetes
Experience working in highly compliant industries e.g. Finance/Banking

Employees are required to attend the office 3-4 days per week in accordance with Global Relay’s hybrid working policy.

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.

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.

Intermediate 2 Application Support Specialist

Global Relay

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