Support Specialist, Technical Support - L1

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:

We are seeking a highly motivated, client-focused L1 Technical Support to support our Small and Medium Business (SMB) team as part of the Technical Support team.

This role is focused on being the first point of contact for our customers, providing foundational support to ensure our services run correctly and smoothly. This role is part of our 24x7 Frontline team, responsible for triaging of tickets, assisting customers with authorizing requests, adding and removing users on customers’ account and services, basic troubleshooting and initial support for Global Relay services.

You will learn to use creative problem-solving to understand customer issues, gather necessary information and resolve entry-level technical problems. You will work in a fast-paced environment, effectively communicating both verbally and in writing to escalate more complex issues to Intermediate and Senior Specialists while handling initial user requests and administrative tasks.

This role balances entry level technical troubleshooting capability with an understanding of client business impact, ensuring issues are resolved efficiently and professionally.

Your responsibilities:

• Be the first point of contact for customers, providing first level technical support for all Global Relay Services
• Assist customers with basic technical issues and end user queries
• Collect pertinent issue details and create clear, detailed escalation tickets for Intermediate Technical Support Specialists to investigate and resolve
• Perform user management requests, self-service requests and simple script import requests
• Manage support queues and triage cases to appropriate resources
• Manage our customers' authorized contact changes
• Maintain accurate documentation of troubleshooting steps, and resolutions
• Handle overflow calls from admins where required

About you:

You are technically strong, operationally disciplined, and comfortable working within a structured support model. You understand the importance of balancing responsiveness with scalability and process adherence. You thrive in collaborative environments and are comfortable working alone as well as part of a team.

• Minimum 1-2 Years in a customer facing technical support role.
• Strong desire to learn and develop technical troubleshooting skills.
• Ability to manage multiple priorities in a structured environment.
• Excellent attention to detail and the ability to follow defined policies and procedures.
• Strong written and verbal communication skills in English.

Your technical skills:

• Basic troubleshooting and problem-solving capabilities.
• Knowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory.
• Familiarity with Microsoft Office Suite is desired.
• Prior experience with Salesforce or Jira is an asset.
• Basic demonstrable knowledge in two or more of the following areas:
  • Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
  • Microsoft Exchange, Office 365, or Google Workspace
  • Windows Server and workstation environments
  • Basic scripting (PowerShell, Perl, VBScript, SQL)
  • Relevant certifications (MCSE, MCITP, CCNA, PMP) is an asset
  • Instant Messaging, SMS, and Voice services

Working conditions:

• Support is a 24x7 team using a follow-the-sun model
• Specialists must be willing and able to work occasionally outside of business hours, including weekends
• This is a fully in-office role, with flexibility as required

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s 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 extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program. 

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base salary range

$50,000—$65,000 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.

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