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 Technician, Support Operations team will be focused on providing support to our global customer base for all Global Relay products and services that Customers depend upon. The Support Operations team is available 24 x 7 x 365 to assist customers in a professional and courteous manner as well as monitoring all critical services to proactively identify issues which impact our customers.

The Technical role is for individuals looking to grow their skillset with a focus on progression and developing their technical knowledge. As a Technician, you will effectively communicate, both verbally and in writing, while working in a fast-paced environment with a complex service offering. Technicians are detailed orientated and methodical in their approach.

Your schedule:

This role follows a rotating shift pattern:

• 4 days on, 4 days off, then 3 days on, 3 days off
• Shift hours are between 7:00 AM – 7:00 PM Pacific time
• Inclusive of weekends and statutory holidays as part of the regular rotation

Your job:

• Provide quality customer service for Global Relay's clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
• Process requests related to all Global Relay services with a focus on:
• User Management
• Terminations requests
• End User/Question requests
• Low level Change requests
• Supporting minor archiving configuration of email systems including:
• Microsoft Exchange, Office 365, Google Apps, and other hosted email platforms
• Supporting minor archive authentication services including:
• SAML (Single Sign-On), Directory Sync, and MFA (Multifactor Authentication)
• Supporting minor archiving configuration of Messaging platforms systems including:
• MS Teams, Slack, Bloomberg, Global Relay App
• Supporting minor archiving configuration of Social Media platforms systems including:
• Twitter, LinkedIn, YouTube, and Meta (Facebook/Instagram)
• Supporting Compliant Messaging service (GR App)
• User Management, responding to customer queries, and resolving customer issues
• Assist in the testing of systems, features, and services relating to projects for existing products and product developments
• Supporting changes to services: providing pre- and post-change verification
• Analysis of complex issues and creating escalation tickets to operations for further investigation and/or resolution
• Continual monitoring of Production Services:
• Monitoring service dashboards for critical alerts
• Triaging and resolving alerts
• Raising appropriate Incident and Event type tickets
• Escalating tickets and carrying out callouts to specialist teams, ensuring timely and ongoing resolution of incidents
• Continual improvement in management of alerts, working with relevant teams to provide focused alerts
• Customer Case triage and reporting
• Production of required reports as required internally or by Customer
• Updating and maintaining team wiki and knowledge articles

About you:

• Post-secondary education; undergraduate degree or equivalent experience
• Minimum of 1 to 2 years of experience in a customer-facing service/support role
• Basic understanding of networks, email systems, and their respective technologies
• High attention to detail and ability to work within defined legal policies and procedures
• Solid written and verbal communication in English
• Excellent time management skills
• Prior experience with Microsoft Office (Outlook, Excel)
• Experience with Case Management and Incident Management
• Skills on Monitoring tools and able to troubleshoot relatively straightforward issues and follow Runbooks
• Salesforce and Confluence (Jira) application experience desired, but not essential

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, corporate bonuses, 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:$40,000—$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.

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.