Enterprise Support Specialist

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios, we’re building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.
• High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like Team Translate™, with 500% YoY growth.
• World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones.
• The Relay Culture: We’re dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.

The Enterprise Support team serves as the primary technical resource for Relay's most strategic and high-value customers. We work closely with Customer Success, Product, Engineering, and Operations to resolve complex issues, drive continuous improvement, and deliver an exceptional customer experience. Our team members are trusted advisors — technically sharp, customer-obsessed, and deeply familiar with the Relay platform inside and out.

We are seeking an Enterprise Support Specialist to provide expert-level support to Enterprise, Strategic, and internal customers. You will collaborate with Customer Success, Product, Engineering and Support teams to resolve technical issues, implement best practices, and enhance the customer experience. As a subject matter expert in our product’s software and hardware, you will handle complex escalations, analyze support trends, and ensure timely resolution of bugs, outages, and configuration challenges.

The ideal candidate possesses technical curiosity, is detail-oriented, proactive, and customer-obsessed, and is passionate about problem-solving.

This role is based at our Raleigh, NC headquarters and requires 5 days per week in the office (9am-6pm).

• Customer Relationship & Onboarding:
  • Be the primary technical contact in onboarding strategic customer accounts (virtually and in person), ensuring connectivity environments, indoor location, and additional product functionality meets performance standards
  • Build credible and long-standing relationships with key IT and business stakeholders within strategic customer accounts across language and cultural contexts
  • Demonstrate a strong understanding of customer product usage and use cases by documenting and tailoring support practices based on account needs
• Technical Support & Escalation Management:
  • Serve as a primary point of contact for technical troubleshooting and problem-solving
  • Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed and advocating for the customer
  • Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams
• Proactive Monitoring & Process Improvement:
  • Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
  • Leverage customer interactions, escalation trends, and knowledge of new and upcoming features to drive continuous improvement of support documentation, SOPs, and processes
• Cross-functional Collaboration:
  • Collaborate with Customer Success, Product, Engineering, Operations, and other teams to identify root causes and implement effective solutions
  • Be deeply familiar with the product roadmap and its relevancy to assigned Enterprise customers; partner with Customer…