Enterprise Support Specialist

Relay; Raleigh (NC); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

100% Paid Insurance: Health, Dental, V

Generous Paid Time Off

401(k) Savings Plan + Company Match

Parental Leave

Wellness Perks and onsite fitness

Team Events & Culture

Latest tech & standing desks

Job summary

Relay in Raleigh, NC, is seeking an Enterprise Support Specialist to provide expert-level technical support to Enterprise, Strategic, and internal customers. You will resolve complex issues, implement best practices, and help improve processes across teams.

The role requires 5 days per week in the office at our Raleigh HQ, with extensive collaboration across Customer Success, Product, Engineering, and Operations. Strong problem-solving and communication skills are essential.

Qualifications

• 4+ years in a technical support role within a transferable industry.
• 1+ years supporting large-scale Enterprise clients.

Responsibilities

• Serve as primary technical contact for onboarding and escalation of Enterprise accounts.
• Lead high-level issue resolution and communicate progress to stakeholders.
• Monitor product performance and drive improvements to support docs and SOPs.
• Collaborate with Success, Product, Engineering, and Operations to identify root causes and implement solutions.
• Travel ~40% for on-site engagements and reviews.

Skills

Customer support

Enterprise experience

CRM tools

Technical troubleshooting

Tools

Zoho Desk

Zoho CRM

HubSpot

Job description

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios, we’re building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.
• High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, with 500% YoY growth.
• World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones.
• The Relay Culture: We’re dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.

About the Team:

The Enterprise Support team serves as the primary technical resource for Relay's most strategic and high-value customers. We work closely with Customer Success, Product, Engineering, and Operations to resolve complex issues, drive continuous improvement, and deliver an exceptional customer experience. Our team members are trusted advisors — technically sharp, customer-obsessed, and deeply familiar with the Relay platform inside and out.

Role Overview:

We are seeking an Enterprise Support Specialist to provide expert-level support to Enterprise, Strategic, and internal customers. You will collaborate with Customer Success, Product, Engineering and Support teams to resolve technical issues, implement best practices, and enhance the customer experience. As a subject matter expert in our product’s software and hardware, you will handle complex escalations, analyze support trends, and ensure timely resolution of bugs, outages, and configuration challenges. The ideal candidate possesses technical curiosity, is detail-oriented, proactive, and customer-obsessed, and is passionate about problem-solving.

This role is based at our Raleigh, NC headquarters and requires 5 days per week in the office (9am-6pm).

What you will do:

• Customer Relationship & Onboarding:
  • Be the primary technical contact in onboarding strategic customer accounts (virtually and in person), ensuring connectivity environments, indoor location, and additional product functionality meets performance standards
  • Build credible and long-standing relationships with key IT and business stakeholders within strategic customer accounts across language and cultural contexts
  • Demonstrate a strong understanding of customer product usage and use cases by documenting and tailoring support practices based on account needs
• Technical Support & Escalation Management:
  • Serve as a primary point of contact for technical troubleshooting and problem-solving
  • Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed and advocating for the customer
  • Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams
• Proactive Monitoring & Process Improvement:
  • Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
  • Leverage customer interactions, escalation trends, and knowledge of new and upcoming features to drive continuous improvement of support documentation, SOPs, and processes
• Cross-functional Collaboration:
  • Collaborate with Customer Success, Product, Engineering, Operations, and other teams to identify root causes and implement effective solutions
  • Be deeply familiar with the product roadmap and its relevancy to assigned Enterprise customers; partner with Customer Success to ensure communication is clear with customers in their preferred language
• Travel:
  • This role requires approximately 40% travel for on-site customer engagements, including onboarding, troubleshooting, new product introductions, business reviews, and roundtables

What you will have:

• 4+ years of experience in a technical support role within a transferable industry
• 1+ years of experience supporting large-scale, complex Enterprise clients in their technical issues
• Demonstrated experience providing face-to-face customer support, including the ability to build rapport, address customer inquiries and concerns, and resolve issues effectively
• Ability to articulate complex issues simplistically with varying stakeholders from end operators to C-suite executives
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
• Established track record of successfully building and nurturing relationships across diverse levels of experience
• Ability to thrive and react to changing business needs within a startup environment
• Ability to undertake travel to customer locations with short notice
• Experience with CRM platforms and ticketing tools; familiarity with Zoho Desk, Zoho CRM, or HubSpot a plus

About Relay | Culture, Benefits & Perks

Our culture hinges on Relayers getting LIT up in an environment that fosters Learning, Impact, and Teamwork, where we CHASE the best work of our lives. We call this BWIML (Best Work In My Life).

At Relay, we offer:

• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
• Generous Paid Time Off
• 401(k) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks: If you’re joining our Raleigh-based HQ, you’ll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
• Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
• Latest tech, standing desks, and all the tools and software you need to thrive

The future of frontline work is being built here. Come build it with us. We can’t wait to hear from you.

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.