Lead, Enterprise Services Support Specialist

Global Relay; Vancouver; Hybrid; CAD 85,000 - 100,000; Full time

Job summary

Join a forward-thinking company that has been a leader in enterprise information archiving for over 20 years. As a Lead Enterprise Support Specialist, you will play a pivotal role in managing client relationships and guiding a dedicated team to provide exceptional support. This position offers the chance to work in a dynamic environment that values innovation, diversity, and professional growth. You will oversee performance management, develop training curricula, and ensure timely support for complex client needs. With competitive compensation and a supportive culture, this is an opportunity to make a significant impact while enjoying a flexible work arrangement.

Benefits

Health coverage

Vacation

Bonuses

RRSP matching

Flexible work arrangements

Qualifications

• 10+ years of experience in enterprise systems administration.
• 3+ years in people management and SaaS implementation.

Responsibilities

• Overseeing performance management for support specialists.
• Supporting client escalations and maintaining relationships.
• Conducting training and coaching for team members.

Skills

Enterprise systems administration

Client-facing SaaS implementation

Technical communication

Microsoft Office proficiency

Networking fundamentals

Email protocols knowledge

DNS knowledge

Salesforce experience

Confluence experience

Education

Undergraduate degree

Tools

Microsoft Exchange

Office365

Google G Suite

Job description

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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: We offer competitive compensation and benefits, but we are not your typical technology company. Global Relay is a career-building company—a place for big ideas, new challenges, and groundbreaking innovation. You can genuinely make an impact and be recognized for it. We value diversity, inclusion, and the contributions of all employees, fostering a collaborative and barrier-free work environment.

Your role: As part of the Enterprise Services Team, the Lead, Enterprise Support Specialist works with clients to support Global Relay’s services. This role involves providing industry-leading support, guidance, account management, and best practices for our enterprise clients. The team operates 24x7 to serve clients globally.

Your responsibilities include:

• Overseeing performance management and career development for Enterprise Support Specialists.
• Coaching on client care and best practices.
• Conducting weekly one-on-one reviews, providing feedback and coaching.
• Maintaining skills matrices, conducting quarterly reviews, and setting goals.
• Developing and delivering internal training curricula.
• Supporting client escalations and maintaining client relationships.
• Ensuring timely and professional support for complex client needs.
• Validating data and message flow for compliance.
• Updating support documentation and performing peer reviews.
• Managing high-profile client relationships and technical setups.
• Participating in product release demos and communicating updates.
• Handling troubleshooting and case resolution with urgency.

About you:

• Post-secondary education (preferably an undergraduate degree).
• 10+ years of enterprise systems administration experience, with 3+ years in people management.
• At least 5 years of SaaS implementation experience in a client-facing role.
• Strong technical and business understanding, with excellent communication skills.
• Proficiency in Microsoft Office, networking fundamentals, email protocols, and DNS.
• Experience with Microsoft Exchange, Office365, Google G Suite, and similar platforms.
• Knowledge of networking, scripting, and support systems like Salesforce and Confluence.

Working conditions: Support coverage is 24x7, following a global shift schedule, including weekends and off-hours.

Compensation: The annual base salary ranges from $85,000 to $100,000 CAD, reflecting experience and qualifications. Benefits include health coverage, vacation, bonuses, RRSP matching, and other perks.

What you can expect: Opportunities for growth, mentorship, and a supportive culture that values diversity and work-life balance. We promote flexible work arrangements and a hybrid work model.

Learn more at www.globalrelay.com.

Additional details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development