L1 Technical Support Specialist; SMB

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.

We are seeking a highly motivated, client-focused Junior Technical Support Specialist 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 user management and contact management, basic troubleshooting and initial support for Global Relay services.

Junior Technical Support Specialists will learn to use Creative problem-solving to understand customer issues, gather necessary information and resolve entry-level Technical problems. They will effectively communicate both verbally and in writing in a fast-paced environment, working 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.

• Be the first point of contact for customers, providing first level technical support for all Global Relay Services.
• Assist customers' 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 case queues and case triage to appropriate resources.
• Manage our customers' authorized contact changes through identity verification and online research to verify ensure records are accurate.
• Maintain accurate documentation of troubleshooting steps, and resolutions.
• Handle overflow calls from admins where required.

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, SLA-driven environment.
• Excellent attention to detail and the ability to follow defined policies and procedures.
• Strong written and verbal communication skills in English.

• Basic troubleshooting and problem-solving capabilities.
• Knowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory.
• Familiarity with 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 (Power Shell,…