Team Lead, Enterprise Customer Support

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 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 with sifting through server logs, configuring software, or troubleshooting an Exchange environment and all archiving products and services provided by Global Relay.

As a member of our growing Enterprise Support Team, you’re a bright, energetic individual bringing with you your hybrid skillsets of technical savviness and great communication (written and verbal), all underpinned with solid business and commercial acumen.

The Enterprise Lead will be focused on the day-to-day management of all Support cases related to Enterprise customers, including, but not limited to, data ingestion, user management, technical troubleshooting, and systems support.

You'll be working in conjunction with the Sales / PMO teams during the post-sale and onboarding process. You will work closely with other customer-facing teams throughout the Enterprise customer lifecycle to ensure all related Support cases are triaged, tracked, resolved, and delivered efficiently and effectively.

You’ll find yourself in a supportive environment that encourages growth and continual learning, both personally and professionally.

Your job :

• Manage relationships with Enterprise customers by ensuring any Support requests or issues raised are communicated internally and addressed in a timely manner
• Work with various teams to ensure overall project / implementation / escalations objectives or case requirements and target dates are clearly understood, prioritized and assist as needed to meet deadlines
• Coordinate with different customer facing and development teams to ensure that committed deliverables are on track and delivered to the customer on time
• Contribute to regular status meetings with Enterprise customers to ensure that all outstanding support topics are discussed, updated, and recorded in meeting minutes for customer and internal circulation
• Ensure all terms and conditions from Order Forms, Contracts, Service Level Agreements, or Statements of Work are accurately implemented, meet or exceed performance metrics in a timely manner
• Maintain a consistent and accurate monitoring and reporting program in JIRA and Salesforce on all interactions, tickets and cases performed for enterprise accounts for bot customer and internal review
• Review Enterprise Support Cases to ensure best practices are being implemented
• Provide team member onboarding and ongoing training
• Act as the initial contact point for Senior Enterprise Support team member escalations

About you :

• A minimum of 3 years in SaaS implementations or equivalent experience
• Demonstrate knowledge and experience in project planning and project management techniques and tools
• Experience with Technical Customer Service or customer service call center, particularly in a leadership capacity
• Comfortable with weekend and off-hours availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations
• Comfortable with on-demand availability within the team's hours of operation : 7am-5pm PDT, Monday to Friday.
• Solid analytical and problem-solving skills with high attention to detail
• Possess excellent interpersonal and communication skills with outstanding telephone and email etiquette
• Understanding of domains, networking principles, message flow, email protocols, and DNS
• Experience with Salesforce and Confluence WIKI including the use of trouble-ticket and support information systems
• Experience with Microsoft Exchange, Office365, Google G Suite, and / or Domino Server experience, particularly around journaling
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP / IP, DNS, DHCP, VPN, LDAP, SSO)
• Proficiency with MS Windows-based PCs and command line interface
• Additional assets : Cisco IronPort experienceMCSEMCITPCCNAPMP

Compensation :

Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the province of British Columbia.

In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.

British Columbia - Base Salary Range : $85,000 $100,000 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.

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.