Enterprise Services Support Specialist

Global Relay; Vancouver; On-site; CAD 70,000 - 80,000; Full time

Job summary

An established industry player is seeking an Enterprise Support Specialist to join their dynamic team. This role involves providing exceptional support and guidance to enterprise clients, ensuring they maximize the benefits of the company's innovative solutions. With a focus on building strong relationships and delivering high-quality service, you'll play a crucial role in maintaining client satisfaction and compliance. The company fosters a diverse and inclusive culture, offering opportunities for growth and mentorship while promoting a healthy work-life balance. If you are passionate about technology and client support, this position is an exciting opportunity to make a meaningful impact.

Benefits

Comprehensive benefits

Flexible work arrangements

Opportunities for growth

Mentorship programs

Qualifications

• 5+ years of experience in enterprise systems administration.
• 2+ years in a client-facing SaaS implementation role.

Responsibilities

• Provide world-class support for Global Relay's product suite.
• Build strong relationships with clients and resolve inquiries urgently.
• Manage high-profile client relationships and ensure compliance.

Skills

Enterprise systems administration

SaaS implementation

Networking

Email protocols

Domain management

Communication skills

Client relationship management

Education

Undergraduate degree

Tools

Microsoft Office

Salesforce

Windows Server

SQL

Network security tools

Job description

1 week ago Be among the first 25 applicants

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.

Our culture and values:
Though we offer competitive compensation and benefits, we are not your typical technology company. Global Relay is a career-building company, fostering big ideas, new challenges, and groundbreaking innovation. It’s a place where you can make a genuine impact and be recognized for it.

We value diversity and inclusion, recruiting candidates from various backgrounds and encouraging collaboration and learning in a barrier-free environment.

Your role:
As part of the Enterprise Services Team, the Enterprise Support Specialists work with clients to support Global Relay’s services. They provide industry-leading support, guidance, account management, and best practices for our Enterprise Clients, operating 24x7 globally.

Your responsibilities include:

• Supporting the Global Relay product suite and third-party services.
• Providing world-class service and support, resolving client inquiries with urgency.
• Building strong relationships with clients, partners, and internal teams.
• Meeting client deadlines professionally and providing regular updates.
• Supporting clients with high complexity and large user bases.
• Validating data and message flows for compliance.
• Addressing support documentation issues and performing peer reviews.
• Managing high-profile client relationships and establishing connectivity and archiving setups.
• Configuring authentication and directory services for enterprise clients.
• Managing multi-tenant environments and participating in sprint demos.
• Collaborating with development and escalation teams to resolve issues.
• Monitoring Salesforce dashboards and handling escalations.
• Assisting support team members and other departments with escalations.

About you:

• Post-secondary education (preferably an undergraduate degree).
• At least 5 years of enterprise systems administration experience.
• Minimum 2 years of SaaS implementation experience in a client-facing role.
• Ability to work with multiple teams and understand technical and business requirements.
• Strong communication skills and proficiency with Microsoft Office and support systems.
• Deep understanding of networking, email protocols, and domain management.
• Experience with Microsoft Exchange, Office365, G Suite, and related technologies.
• Proficiency with Windows Server, scripting, SQL, and network security tools.
• Certifications like MCSE, CCNA, PMP are a plus.

Working conditions:
24x7 coverage using a follow-the-sun model, with flexibility for weekends and off-hours.

Compensation:
Base salary ranges from $70,000 to $80,000 CAD, complemented by comprehensive benefits, bonuses, and other perks. Details depend on experience and qualifications.

What you can expect:
Opportunities for growth, mentorship, and working in a diverse, inclusive culture. We support flexible work arrangements and promote work-life balance.

Learn more at www.globalrelay.com.

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development