Enterprise Technical Implementation Specialist

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.

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.

Your role:

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

The primary function of the Enterprise Technical Implementation Specialists is to participate in the provisioning of our most strategic and demanding accounts and work to ensure the success of the customer’s implementation. Working collaboratively as part of the Enterprise Onboarding Team the Technical Implementation Specialists will assist in the mentoring of internal resources, and championing Provisioning’s requirements throughout the development cycle of Product releases.

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 solution 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 environment.
• Setup archiving for services requiring Global Relay software deployed in customer environments.
• Configure SAML authentication and Single-Sign On integration as well as 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 implementations experience which must include 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 as well as business requirements and accurately capture technical notes.
• Demonstrates a history of being able to work effectively with groups with at different levels of technical and process experience.
• Strong written, verbal, and inter-personal 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 the smallest details.
• 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, create and run 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 hours 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 range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.

For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!

Base salary range

$90,000—$150,000 USD

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.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.