Enterprise Services Support Specialist

**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.

**Your role**:
As part of the Enterprise Services Team, the Enterprise Support Specialists work with clients in support of Global Relay's services. The Enterprise Support Specialists provide leading industry support, guidance, account management and best practices for our Enterprise Clients. This team is available 24x7 to work with clients globally.

The primary function of the Enterprise Support Specialist is to troubleshoot services and use creative problem solving to resolve client issues of our most strategic and demanding accounts and to ensure the success of the client. Working collaboratively as part of the Enterprise Services Team, the Support Specialists will assist in the mentoring of internal resources, and championing Support's requirements throughout the development cycle of Product releases.

**Your responsibilities**:

- Responsible for the support of the Global Relay product suite, including third party services.
- Provide world class service and support of Global Relay's platforms and resolve all Enterprise and Tiered client enquiries with urgency.
- Build strong relationships with Clients, Partners, and other Global Relay Teams.
- Ensure client deadlines are met in an efficient and professional manner. Provides regular updates if there are roadblocks to achieving set deadlines.
- Support for clients with an unlimited number of users and highest complexity.
- Validate data and message flow meets compliance requirements.
- Ensure errors or omissions in Support documentation or wiki articles are addressed.
- Perform peer reviews to ensure quality and accuracy.
- Manage high profile client relationships independently while providing guidance to internal business stakeholders.
- Setup archiving for services requiring Global Relay software deployed in client environments.
- Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise clients.
- Manage multi-tenant setups with a variety of technical and non-technical contacts.
- Attend Sprint demos to champion client and support interests to Product Management team.
- 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.
- Work with Global Relay Development and Escalations teams to resolve client issues, and collaborate internally to effectively support the organization.
- Ensure proper Jira creation for Escalation and various GR Team.
- Troubleshooting with clients and Global Relay teams to effectively resolve reported issues and requests.
- Sales Force Dashboard Monitoring, reporting and escalation. Take ownership of cases, and work to resolution with urgency.
- Assist other Support members and Global Relay departments with client escalations.

**About you**:

- Post-secondary education (minimum of an undergraduate degree is preferred).
- 5+ years technical, enterprise systems administration experience.
- Minimum 2 years SaaS implementations experience which must include experience in a client facing role.
- Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
- Ability to understand technical as well as business requirements and accurately capture technical notes.
- Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience.
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio)
- Strong analytical and problem-solving skills with significant attention to the smallest details.
- 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, are 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, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQ