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About the Role

As part of the Enterprise Onboarding Team, Enterprise Technical Implementation Specialists work with customers to execute the technical onboarding of Global Relay’s services. Specialists collaborate with the Onboarding Team and customer IT resources to implement services, provide guidance on best practices, and drive implementation progress. They act as trusted client advisors, ensuring solutions meet unique customer requirements and services are set up correctly and smoothly. This team provides 24x7 global customer support.

Responsibilities

Responsible for the setup and implementation of the Global Relay product suite, including third-party services.
Provide world-class service in the deployment of Global Relay services and resolve customer inquiries.
Build strong relationships with Customers, Partners, and other Global Relay Teams.
Ensure client project deadlines are met efficiently and professionally.
Work with clients to determine required workflows and implement solutions leveraging best practices.
Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.
Complete implementations for clients with unlimited users and highest complexity.
Validate data and message flow meets compliance requirements.
Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.
Perform peer reviews of new service implementations.
Manage high-profile client setups independently while providing guidance to Project Managers and Business Development.
Establish connectivity to, and appropriate archiving from, mixed, multi-clustered email server environments.
Set up archiving for services requiring Global Relay software deployed in customer environments.
Configure SAML authentication and Single-Sign On integration, as well as Directory Sync Services for enterprise customers.
Manage multi-tenant setups with a variety of technical and non-technical contacts.
Attend Sprint demos to champion client and implementation interests to Product.
Review standard release and emergency fix deployment plans and communicate any perceived risks.
Ensure product updates are cascaded into the team’s knowledge base and to client-facing documentation.

Requirements

Post-secondary education (minimum of an undergraduate degree is preferred).
5+ years of Technical, enterprise systems administration experience.
Minimum 2 years of SaaS implementations experience, including customer-facing roles.
Adaptability to working with multiple teams on projects with varying flexibility/rigidity.
Ability to understand technical and business requirements and accurately capture technical notes.
Demonstrated ability to work effectively with groups at different technical and process experience levels.
Strong written, verbal, and interpersonal communication skills, with outstanding telephone and email etiquette.
Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project, and Visio).
Strong analytical and problem-solving skills with significant attention to detail.
Strong understanding of domains, networking principles, message flow, email protocols, and DNS.
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO).
Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is required.
Proficiency with MS Windows Server/workstations and command-line interface.
Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.
Ability to create and run Excel Macros, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts are preferred.
Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP, and other industry certifications are desirable.

Skills

Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio)
Analytical and problem-solving skills
Attention to detail
Understanding of domains, networking principles, message flow, email protocols, and DNS
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
Microsoft Exchange
Office365
Google G Suite
Domino Server
Journaling
MS Windows Server / workstations
Command line interface
Cisco IronPort (disclaimer engines and egress filtering)
Excel Macros
Scripting (PowerShell, Perl, VBScript, etc.)
SQL
SAML authentication
Single-Sign On integration
Directory Sync Services

Location

Global

Work Type

24x7 coverage
Professional work days
Weekend and off hours availability

Experience Level

5+ years Technical, enterprise systems administration experience
Minimum 2 years SaaS implementations experience

Education Level

Post-secondary education (minimum of an undergraduate degree is preferred)

Salary/Compensations

$90,000—$150,000 USD

Benefits

Competitive compensation
Comprehensive health benefits program
Extended health coverage
Short-term / long-term disability insurance
Annual allotted vacation days (increase based on tenure)
Paid sick days
Maternity/parental leave enhanced program
Commuter benefits
Corporate bonuses
401(k)-retirement plan with company contribution matching
Subsidized meal program (for New York office employees)

About the Company

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.
Global Relay is a career-building company. A place for big ideas, new challenges, and groundbreaking innovation.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.
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.

Equal Opportunity

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.