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:
The Client Support team is our frontline team providing 24x7 customer and technical support that will help ensure our Messaging Platforms are running properly for all customers. The team provides end user support and troubleshooting using in-depth technical knowledge and provides timely updates to our customers.
The primary responsibility of Global Relay's Senior Technician, Client Support role is to provide a comprehensive and technical approach in supporting messaging platform usage.
The Senior Technician is responsible for supporting the team as a whole and performing tasks delegated by their Lead in managing sync-ups, training, case reviews, and technical learning and development for team members.
Your job:
- Work directly with Global Relay teams/departments to help and manage messaging platform customers
- Manage and handle service disruptions and escalations including
- Back End Service Failures on different platforms
- Front End feature usage
- Provisioning and Onboarding failures across different platforms
- Assist the Client Support Team Lead in monitoring calls and case load for coverage
- Assist Client Support team members and other Global Relay departments as needed
- Provide training, mentorship, and case reviews to the Client Support team on basic and complex setups and issues
- Serve as an escalation point for technical and procedural issues related to Global Relay App Services
- Perform case reviews and phone coverage management and reporting
About you:
- Minimum 5 years of experience in SaaS implementations
- Minimum 3 years in Senior/3rd level support, SDET, or software development roles
- Working knowledge of messaging protocols or similar technical background
- Experience in supporting telephony or messaging platforms
- Experience in query languages for log management tools (Loki/Grafana)
- Able to read and diagnose issues using Java Stack trace
- Able to link identified issues to source code maintained in repository
- Experience in creating dashboards and complex queries that can be used for optimizing investigations
- Experience in raising clear Defect tickets with accurate and relevant information
Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the province of British Columbia. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.
British Columbia - Base Salary Range: $70,000 - $85,000 CAD
What you can expect:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
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.
We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.