Technician, Technical Customer Support (Evening Shift)

Global Relay; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Technician for their Technical Customer Support team. This role offers a unique opportunity to engage with clients in the financial sector, ensuring their email and archiving environments run smoothly. You'll tackle new challenges daily, leveraging your analytical and problem-solving skills to enhance customer experiences. The supportive work environment fosters growth and encourages collaboration, making it an exciting place to build your career. Join a company that values diversity and offers a comprehensive rewards package, including health benefits and a subsidized meal program.

Benefits

Health Benefits

Vacation Days

RRSP Matching

Subsidized Meal Program

Qualifications

• Minimum of 3 years in technical support with 2 years customer-facing experience.
• Strong knowledge of email and networking technologies.
• Experience with hosted and cloud-based email providers.

Responsibilities

• Provide the highest level of customer service for Global Relay’s clients.
• Troubleshoot SMTP Errors and analyze server logs.
• Set up archive configurations for Microsoft Exchange and MSO 365.

Skills

Technical Support

Customer Service

Analytical Skills

Problem-Solving

Email Technologies

Networking Technologies

Interpersonal Skills

Communication Skills

Tools

Salesforce CRM

Confluence

Job description

Technician, Technical Customer Support (Evening Shift)

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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.

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:

As a valued member of our Technical Customer Support Team, you will be the face and voice of Global Relay Inc. Excelling at this role means providing the customer with a seamless experience in terms of assisting with our customers' email and archiving environments to ensure they are running smoothly. These responsibilities require independent and team-based analyses, initiative and good judgment, communication and problem-solving skills while working with little supervision. This role puts you in the front seat with new challenges to conquer each day, allowing you to leverage strong analytical and problem-solving skills to assist customers.

The Global Relay Support Team works with some of the biggest names in the financial industry, providing leading archiving and messaging services. You’ll be involved in supporting their requirements on a day-to-day basis, enhancing or troubleshooting their technical environments and configurations. You’ll liaise with customers and internal staff to communicate and collaborate effectively with both technical and non-technical individuals.

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

Your responsibilities:

• Provide the highest level of customer service for Global Relay’s clients: handling customer calls, identifying needs, answering inquiries, and following up on service issues.
• Complete technical requests and changes related to customers’ archiving setup and configuration.
• Support message data delivery, troubleshooting SMTP Errors, NDRs, analyzing headers, server log tracing, and DNS issues.
• Set up archive configurations for Microsoft Exchange and other hosted email platforms including MSO 365 and Google Apps.
• Troubleshoot Microsoft Exchange configuration issues with IT professionals, such as journaling and Active Directory integration.
• Support the archival configuration of various systems, including Microsoft Teams, Apple Message, Slack, Refinitiv, Bloomberg, Zoom, and social media platforms.
• Assist in testing new systems, features, and services.
• Contribute to the growth of the team by helping to implement documentation, policies, and procedures.

About you:

• Minimum of 3 years in technical support, including at least 2 years of customer-facing experience.
• Able to work our evening shift (4 pm to Midnight, Sunday to Thursday).
• Excellent interpersonal and communication skills in both verbal and written English, capable of explaining complex technical problems to users of all skill levels.
• Strong analytical and critical thinking skills, with the ability to identify problems through observation and research.
• Self-motivated, goal-oriented, able to work independently and in a team, adaptable, and eager to learn in a fast-paced environment.
• Strong knowledge of email and networking technologies.
• Accurately document complex technical issues and outline resolution steps.
• Discretion with confidential information.
• Experience with hosted and cloud-based email providers; email journaling experience is a strong asset.
• Knowledge of Active Directory, LDAP, SAML/SSO/MFA is desirable.
• Familiarity with Salesforce CRM and Confluence is a plus.
• Willing to work weekends and shifts as required.

Compensation:

Global Relay offers a pay range in accordance with British Columbia’s pay transparency laws. Compensation is based on expertise, skills, education, and experience. The annual base salary range for Vancouver-based employees is $60,000—$75,000 CAD. Our total rewards package includes health benefits, vacation days, bonuses, RRSP matching, and additional perks like a subsidized meal program for Vancouver employees.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. You’ll receive mentoring, coaching, and support to reach your career goals. Our culture encourages creativity and rewards perseverance and hard work. You’ll work alongside talented individuals from diverse backgrounds in a flexible, supportive environment that values work-life balance.

Visit www.globalrelay.com to learn more about our culture and community involvement.