Intermediate Application Support

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.

As an Application Support Engineer you will be responsible for the availability and reliability of Global Relay’s services that are used by 23,000 customers in 90 countries, including 22 of the top 25 banks. The role involves ensuring all services exceed availability targets, have in-depth monitoring and are proactively managed. The Application support team will be responsible for triage, troubleshooting and restoration of service when incidents do occur.

As an Application Support Engineer, who has experience of running business critical services, you will exhibit technical competence, be data driven and able to utilize your knowledge and experience to troubleshoot complex services. You will be responsible for ensuring Production incidents are managed to full recovery while mitigating customer impact at the earliest opportunity. Collaborating with other teams including Customer Support, Engineering, Dev Ops and Operations teams to ensure that all services are continually maintained and operated to the highest standards.

Core to success in the role will be proactive identification for improvements to stability, service recovery, observability and delivery of new components. Developing in‑depth product knowledge, you will be able to apply this to all aspects of being an Application Support Engineer to make informed decisions, provide in‑depth analysis and drive all aspects of service improvement.

• Service Reliability
  :
  Proactively identifying risks to service and remediate them. Reduce risk from deployments by improved use of resilience and ensuring appropriate testing of releases pre and post deployment. Provide support and troubleshooting when service incidents occur. Improve time to recover from service impacting incidents. Identifying trends and root causes to reduce volume of incidents.
• Automation
  :
  Identify and deliver on opportunities to use automation to increase efficiency, reduce toil and drive service availability. Use automation and orchestration techniques to provide repeatable solutions and reduce risk of mis‑operations.
• Observability
  :
  Monitor and ensure smooth operation of all production services. Identifying gaps in coverage and improving observability of Production services. Ensuring appropriate events are generated for service failure or degradation scenarios. Responding to events and alerts in timely manner managing through to resolution.
• Knowledge management
  :
  Continuously improving the knowledge of the Application Support team to become subject matter experts on the Product and the technology that runs it. Collaborating with other teams to understand how underpinning services support the Products. Identifying opportunities to share knowledge and decrease the time it takes to resolve customer related incidents.

Depending on your team, some of the technologies you will interact with:

• Platform and Database tech:
  Linux, Cassandra, Kafka, Arangodb
• Containerization/Virtualization:
  Kubernetes/Open Shift, VMware
• Instrumentation & Monitoring:
  Splunk, Zabbix, Prometheus, Grafana
• Scripting:
  Power Shell, Python

This role will include future…