Enterprise Services Support Specialist

Overview

In this role you will deliver high-value, personalized technical support to enterprise clients, acting as the primary liaison for troubleshooting and issue resolution. You will deepen understanding of client environments, manage high-profile relationships, and guide internal teams to ensure swift, effective service. The position blends reactive break-fix work with proactive issue management to maximize client satisfaction and retention. You’ll grow product knowledge, mentor teammates, and contribute to knowledge sharing across the organization. This is a hands-on, customer-focused role at a company known for innovation and diversity.

Pay / Benefits

• competitive compensation and benefits
• mentoring and coaching
• diverse and inclusive culture
• career growth opportunities

Responsibilities

• Serve as the main point of contact for enterprise client troubleshooting and resolution
• Build in-depth knowledge of each client’s environment
• Manage high-profile client relationships and advise internal stakeholders
• Handle end-to-end issues with a white-glove approach
• Provide rapid break-fix support and oversee dedicated cases outside standard queues
• Proactively follow up on open issues to ensure timely closure
• Expand product knowledge across Global Relay offerings
• Share expertise to accelerate resolution and onboarding
• Mentor junior team members and participate in QA
• Document client environments, interactions, and troubleshooting steps
• Collaborate with Customer Success Managers, Account Managers, Provisioning Services, Sales, and leadership
• Participate in peer reviews to ensure quality and accuracy

Key requirements

• 5 years SaaS support experience in a client-facing role
• 3 years technical, enterprise support experience
• Post-secondary education with undergraduate degree preferred
• Exceptional written and verbal communication for diverse stakeholders
• Ability to prioritize and coordinate work across peers
• Adaptability to work with multiple teams on varied projects

• client-centered mindset
• collaboration
• proactive problem-solving
• SAML authentication and Single Sign-On integration
• Directory Sync Services for enterprise clients
• Microsoft Exchange, Office365, and/or Google G Suite

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