Enterprise Services Support Specialist

Salary: £59,500 - 63,000 per year

Requirements:

• Post-secondary education; an undergraduate degree is preferred.
• 5 years of SaaS support experience in a client-facing role.
• 3 years of technical, enterprise support experience.
• Exceptional communication and collaboration skills for building relationships with technical and non-technical stakeholders.
• Ability to collaboratively set priorities and coordinate work with peers.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility and rigidity.
• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.
• Experience establishing connectivity to and appropriate archiving from mixed, multi-clustered email server environments.
• Strong written and verbal communication skills for managing client and internal organization interactions, including escalations, critical situations, and difficult conversations.
• Experience setting up archiving for services requiring our software deployed in client environments.
• Experience configuring SAML authentication and Single Sign-On integration, as well as Directory Sync Services, for enterprise clients.
• Experience managing multi-tenant environments with a variety of technical and non-technical contacts.
• Advanced knowledge of two or more of the following areas: networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO), Microsoft Exchange, Office365, and/or Google G Suite, MS Windows Server/workstations and command line interface, firewall experience with ingress/egress filtering.
• Basic PowerShell, Perl, VBScript, or SQL knowledge, and the ability to create and run scripts.
• MCSE, MCITP, CCNA, PMP, and other industry certifications are an asset.
• Experience with Salesforce Service Cloud or other support ticketing systems.
• Familiarity with Jira and Confluence or similar systems.

Responsibilities:

• Act as the primary contact for troubleshooting and issue resolution for enterprise clients.
• Develop an in-depth understanding of our clients environments.
• Manage high-profile client relationships independently while providing guidance to internal business stakeholders.
• Take client issues from inception to resolution with white-glove care.
• Provide rapid break-fix support to help our clients in critical moments.
• Manage dedicated support cases outside usual queues, ensuring minimal wait times and immediate attention.
• Proactively follow up on open issues to ensure timely resolution and client satisfaction.
• Expand your product knowledge across Global Relay products.
• Share your expertise with your team to drive fast resolution and effective onboarding.
• Provide mentorship to junior team members and participate in the QA process.
• Maintain documentation of client environments, interactions, and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness.
• Collaborate closely with Customer Success Managers, Account Managers, Provisioning Services, Sales, and leadership teams to maximize client satisfaction and retention.
• Participate in the peer review process to ensure resolution quality and accuracy.

Technologies:

• Cloud
• Confluence
• Firewall
• Support
• JIRA
• LDAP
• Perl
• PowerShell
• SAML
• SQL
• Salesforce
• TCP/IP
• VPN
• Windows
• Excel

More:

We are Global Relay, a leader in enterprise information archiving with over 25 years of experience delivering cloud archiving, surveillance, eDiscovery, and analytics solutions for highly regulated firms. We offer competitive compensation and benefits, and we are a career-building company where big ideas, new challenges, and innovation are valued. We foster a diverse, inclusive, and collaborative environment where employees can learn from each other and make a real impact. The Enterprise Services Support Specialist role sits within our Client Services Team and is part of our 24x7 Enterprise Support team using a follow-the-sun model. This is predominantly an in-office role with flexibility as required, and occasional work outside business hours, including weekends and on-call rotation, may be needed. We provide mentoring, coaching, support for career growth, and a culture that rewards creativity, perseverance, and hard work.

last updated 37 week of 2026