Enterprise Technical Implementation Specialist

Global Relay; New York (NY); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Disability insurance

401(k) retirement plan with company matching

Job summary

A leading cloud archiving service provider in New York seeks an Enterprise Technical Implementation Specialist. This role involves executing technical onboarding, managing client interactions, and ensuring compliance with implementation best practices. Candidates should possess strong technical systems administration and SaaS implementation experience, alongside outstanding communication skills. The position requires availability for 24x7 support and offers a salary range of $90,000 – $150,000 based on experience and skills. Comprehensive benefits included.

Qualifications

• 5+ years technical, enterprise systems administration experience.
• Minimum 2 years SaaS implementation experience in a customer-facing role.
• Adaptability to working with multiple teams on projects.

Responsibilities

• Responsible for the setup and implementation of services.
• Provide world-class service in the deployment of products.
• Manage high-profile client setups independently.

Skills

Technical systems administration

SaaS implementation experience

Microsoft Office Suite

Networking principles

Analytical skills

Communication skills

Problem-solving skills

Education

Undergraduate degree

Tools

Microsoft Exchange

Cisco IronPort

PowerShell

Job description

Who we are

For over 25 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.

Your role

As part of the Enterprise Onboarding Team, the Enterprise Technical Implementation Specialists work with customers to execute the technical onboarding of Global Relay’s services. They collaborate with the Onboarding Team and customer IT resources to implement services in scope, provide guidance on best practices, and drive implementation progress. The Specialists serve as trusted client advisors, ensuring solutions meet each customer’s unique requirements while setting up services correctly and smoothly. This team is available 24x7 for working with customers globally.

Your responsibilities

• Responsible for the setup, and implementation of the Global Relay product suite, including third‑party services.
• Provide world‑class service in the deployment of Global Relay services and resolving customer enquiries.
• Build strong relationships with Customers, Partners, and other Global Relay Teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Work with clients to determine required workflows and implement solutions leveraging best practices.
• Assist Business Development on pre‑sales solution configurations and proof of concept/trial implementations.
• Complete implementations for clients with unlimited number of users and highest complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in provisioning documentation or wiki articles are addressed.
• Perform peer reviews of new service implementations.
• Manage high‑profile client setups independently while providing guidance to Project Managers and Business Development.
• Establish connectivity to, and appropriate archiving from, mixed, multi‑clustered email server environments.
• Set up archiving for services requiring Global Relay software deployed in customer environments.
• Configure SAML authentication, Single‑Sign‑On integration, and Directory Sync Services for enterprise customers.
• Manage multi‑tenant setups with a variety of technical and non‑technical contacts.
• Attend sprint demos to champion client and implementation interests to product.
• Review standard release and emergency fix deployment plans and communicate any perceived risks.
• Ensure product updates are cascaded into the team’s knowledge base and to client‑facing documentation.

About you

• Post‑secondary education (minimum of an undergraduate degree is preferred).
• 5+ years technical, enterprise systems administration experience.
• Minimum 2 years SaaS implementation experience in a customer‑facing role.
• Adaptability to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Ability to understand technical and business requirements and accurately capture technical notes.
• Demonstrates a history of working effectively with groups at different levels of technical and process experience.
• Strong written, verbal, and interpersonal communication skills, with outstanding telephone and email etiquette.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project, and Visio).
• Strong analytical and problem‑solving skills with significant attention to detail.
• Strong understanding of domains, networking principles, message flow, email protocols, and DNS.
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO).
• Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is required.
• Proficiency with MS Windows Server/workstations and command line interface.
• Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.
• Ability to create and run Excel macros, scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts preferred.
• Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP and other industry certifications are desirable.

Working conditions

Enterprise Technical Implementation Specialists coverage is needed 24x7 leveraging a follow‑the‑sun model. Specialists are required to work professional work days. Weekend and off‑hour availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations is required.

Compensation

Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background. The base salary range is $90,000 USD – $150,000 USD. This is one element of a comprehensive total rewards package that includes health benefits, disability insurance, annual vacation days, paid sick days, maternity/parental leave, commuter benefits, corporate bonuses, and a 401(k) retirement plan with company contribution matching.

What you can expect

At Global Relay, there’s no ceiling to what you can achieve. It’s a land of opportunity for the energetic, the intelligent, and the driven. You’ll receive mentoring, coaching, and support to reach your career goals, and you’ll be part of a culture that breeds creativity and rewards perseverance and hard work. You’ll work alongside smart, talented individuals from diverse backgrounds with complementary knowledge and skills.

Equal‑Opportunity Employer

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.