Intermediate II Application Support Specialist

Intermediate II Application Support Specialist

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.

What we value
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.

The stability of our software is paramount given our customers rely on our services to keep them compliant. With this in mind, we are looking for a motivated individual to join our team and contribute to the smooth running of our live systems. We know that production incidents happen from time to time, but with your help and expertise we will reduce their impact and likelihood of re‑occurrence, while taking the opportunity to continuously learn and improve.

• Continuous learning:
  Keep up to date with Global Relay's products and services, track their dependencies, and actively participate in post‑incident reviews to ensure continuous learning and improvement.
• Incident response:
  Troubleshoot and triage incidents effectively by reviewing monitoring output, log stack traces, and knowledge bases. Take action in line with severity, and provide out‑of‑hours support as part of a rota.
• Implement operational best practices:
  Work with engineering teams, including the Dev Ops community, to ensure actionable runbooks are complete and accurate. Instrument automated endpoint checking, dashboards, and alerting to identify potential issues early.
• Operational readiness:
  Review operational readiness during the inception stages of services and advise accordingly.

• Observability:
  Grafana Labs stack, Zabbix
• Collaboration, knowledge base, ticketing and code versioning:
  Atlassian Suite
• Containerization/Virtualization:
  Docker/Podman
• Container Orchestration:
  Kubernetes
• CI / Automation execution:
  Jenkins
• Scripting:
  Python, Bash
• Operating Systems:
  Linux, Windows, iOS, Android

You have an automation‑first mindset, enjoy sharing knowledge, and have a thirst for expanding your technical horizons. You are able to work under pressure and are a keen problem solver with a drive for finding efficient solutions to challenging problems. You enjoy working with others.

• A minimum of 4 years working in an Application Support or SRE role
• Hands‑on experience with observability platforms, Linux, scripting and container technologies
• Experience using code versioning systems
• Comfortable dealing with incidents under high‑pressure scenarios
• Experience with being on call as part of a rota
• Familiar with Kubernetes concepts
• Comfortable collaborating with cross‑functional areas
• Comfortable working with cross‑geographic teams
• Can understand code at a high level and are familiar with exception logs and stack traces for troubleshooting

• Familiar with Grafana Labs stack
• Experience troubleshooting applications running in Kubernetes
• Experience working in highly compliant industries e.g. Finance/Banking

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:…