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 an Escalation Engineer, you will be in a highly visible role contributing to Global Relay's daily service operations in a 24/7/365 environment. With a key focus on the overall continual service improvements for our customers, this role helps drive the incident and problem management processes to success by managing the full life cycle of incidents and major problems.

The Escalation Engineer operates with cross-functional coordination alongside Technical Support, Customer-Facing teams, Application Support, DevOps, Engineering, IT Operations and Product Management.

The primary objectives of this role will be improving response and resolution times for incidents, helping to run and enhance an effective problem management process, including driving root cause culture and ensuring teams complete root cause investigations. These will lead to a measurable reduction in incident occurrence, and minimized impacts of incidents that cannot be prevented.

Your Job:

• Act as the main point of contact for ensuring technical incidents are triaged, responded to, and actioned within Global Relay Service Level Objectives (SLO)
• Manage new and existing production incidents in our JIRA ticketing system on a daily basis
• Coordinate information and updates between appropriate customer facing teams, and the Application Support, Operations, DevOps and Engineering teams on escalated issues
• Provide timely incident updates to customers via our status page, according to our SLO
• Report incident related trends and gaps in existing incident management procedures to the Escalation Engineer Team Lead
• Contribute feedback to ensure issues are documented in the form of case notes, KB articles, and a best practices guide for complex cases and ensure that this information is shared with the appropriate Global Relay teams
• Be aware of any upcoming system maintenance, updated procedures, and other critical information; help ensure this is available and up to date for the appropriate teams
• Maintain strong working knowledge of released products and contribute ideas and thoughts on product improvement
• Meet with Development teams weekly to discuss current issues, coordinate timelines and priorities, and ensure suggested enhancements or action items are viable and planned
• Initiate Root Cause Analysis on incidents and complete Incident reports to provide to customers
• Contribute to the creation of and updating of incident management processes and procedures documentation
• Attend internal product meetings as training opportunities or provide feedback to provide owners on services and features in development
• Identify internal process / procedural deficiencies and report them to the Escalation Engineer Team Lead

About You:

• 3+ years of technical experience in an Escalation / Incident Management role, SaaS implementation or similar role
• 5+ years of experience in customer facing assistance roles
• The position requires strong communication skills to manage escalations, incidents, and problems, liaising cross-functional relationships, and processes throughout the company
• Strong ability to collaborate, build consensus, and help drive technical decisions with various stakeholder groups
• Confident enough to voice your opinion and ask questions without being abrasive
• Ability to learn new technical concepts quickly and translate and communicate to a broad audience with varying degrees of technical expertise
• Ability to work under high-pressure situations, during critical incidents that impact customer's business operations and retain a calm and clear demeanor
• Strong inter-personal skills. Ability to manage, work with, and guide multiple personalities to reach a common goal
• You demonstrate strategic thinking, weigh risks, and apply sound judgment to choose the right path forward during incidents and during root cause analysis
• Proven ability to multitask and prioritize to work towards resolution in a timely manner, while systematically guiding technical teams to follow the incident management process and to perform the technical work to restore service
• Ability to take a step back, to look for patterns and trends and to present meaningful, data-driven findings to appropriate teams with the goal of continued service improvements
• Act as a customer advocate in all aspects of the role
• Strong writing skills, able to write technical documentation, including post-mortem incident reports, incident retrospectives which summarize incidents and provide corrective actions necessary to help ensure avoidance of future recurrence

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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