Job Description

For more than 20 years Global Relay has set the standard and trends in compliant communications with our multi-award winning unified communications, data capture, and data analysis platform. We securely capture and manage the world's communications data and give its owners greater control and visibility to drive value and ensure compliance with the regulatory requirements of a large variety of industries and authorities.

We offer competitive compensation and benefits and all the other typical things you expect, but we are not your typical company. Global Relay is a career-making company. It is a place for big ideas, new challenges, and cutting-edge innovation. It is a place where you can make an impact.

Your Role:

As a member of our SaaS Support Migrations & Projects Team your primary role will be working with the wider team to implement and complete migrations of entire services from one platform to another. This includes assisting with the planning of migrations and then working with customers to complete any required configuration changes to complete the migration.

You will manage and own individual customer migrations for SMB and Enterprise Customers. Additionally, a major component of the role is analyzing log files using Splunk and Kibana to identify errors, patterns of errors, incidents or validate the success of a customer migration.

Your Job:

• Work with clients to determine required workflows, and leverage best practices to implement effective solutions.
• Ensure client migration deadlines are met in an efficient and professional manner.
• Analyze Splunk and Kibana logs to identify errors, incidents and identify trends.
• Build and analyze data sets using Splunk, Kibana and Excel to build customer configuration profiles.
• Provide email message delivery support and troubleshooting of SMTP errors, NDR's, server log tracing and DNS issues.
• Perform troubleshooting on Email Archive Envelope Journaling configurations with different in-house and hosted email platforms including Microsoft Exchange, Microsoft 365, Google Apps, etc.
• Support the archival configuration of various systems, including Microsoft Teams, Slack, Refinitiv, Bloomberg, Zoom, Salesforce Chatter, Twitter, LinkedIn, Facebook and Instagram.
• Assist in the testing of new systems, features and services.
• Contribute to the continued growth of the team; helping to build documentation, policies and customer notifications.

About You:

• You have the ability to communicate complex technical problems and solutions to end users of all skill levels.
• You have worked with Splunk, Kibana or other similar logging systems.
• Excel is a tool you are familiar with and you have likely created Pivot Tables and sorted through large data sets.
• An understanding of the setup and components of various mail host platforms such as Google Apps, Microsoft 365, MS Exchange, Notes, Sendmail, Exim, and Postfix would be an asset.
• Exposure to various hosted and cloud-based email providers (i.e. Microsoft 365 & Hosted Exchange, G Suite amongst others) particularly around journaling, is a strong asset.
• You have a strong working knowledge of the Internet in general, with an understanding of various protocols such as SMTP, IMAP, DNS, TELNET, and OpenSSL.
• A knowledge of and familiarity with Active Directory; LDAP and SAML/SSO is preferred.
• Experience with monitoring production systems is desirable.
• A working knowledge of Salesforce Lightning is an asset.
• Experience with JIRA and Confluence is preferred.
• You are a goal-oriented self-starter who can work independently as well as excel in a team environment with minimal supervision.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You can exercise good judgment and discretion with confidential information.
• A minimum of 2 years of experience in SaaS Support is preferred, but not essential.

About Us:

At Global Relay there is no ceiling. This is the land of opportunity for the energetic, intelligent, and driven people that make this company great. The combination of the right people in the right positions and a rapidly growing company means unlimited career potential.

You will receive the mentoring, coaching, and support that you need to reach your personal and career goals. You'll be part of a culture that promotes and rewards hard work and creativity and will grow into the new opportunities that are available to you.

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.

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