Manager, Technical Support

Описание вакансии

Who we are:

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.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, 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.

Your role:

We are seeking a highly motivated, client-focused individual to join the Global Relay Technical Support team.

As part of Technical Support Team, the Manager, Technical Support will lead Global Relay customer-facing teams in a 24/7 environment. You will be responsible for the team’s day-to-day operations, leading a team of 6-12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies.

In this role, you will have the opportunity to hire, coach and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices and maintain high client satisfaction.

Your responsibilities:

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
• Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.
• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.
• Develops a superior understanding of Global Relay Products and Services.
• Monitors and analyze support metrics, customer feedback, and system performance to drive continuous improvement.
• Manages staffing plans and work scheduling.
• Facilitates open communication between Technical Support and other departments within Global Relay.
• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.
• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.
• Manages and resolves escalations related to the support process, direct reports or product.
• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.
• Provide world-class customer experience in all parts of work.

Your skills:

• Builds strong relationships with peers and stakeholders to deliver on common goals.
• Acts as a goal-oriented, self-starter who can work independently and reliably with minimal supervision.
• Demonstrates strong ability to work comfortably under pressure in a fast-paced environment and able to handle challenging situations with integrity, empathy and sincerity.
• Adapts and pivots quickly under changing conditions and circumstances; embraces new challenges and adjusts approaches as needed.
• Showcases good judgment and prioritization skills to proactively and independently solve problems and make strong decisions.
• Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment.
• Has strong ability to react and effectively remove roadblocks affecting team efficiency.
• Understands and able to communicate at all levels the impact to business and customers from Service Incidents.
• Leads technical recovery to mitigate and restore service, minimizing impact to customers for major incidents while considering all aspects of Incident Management.
• Identifies opportunities to improve efficiency and effectiveness of team.
• Ensures new products, services, and features are fully supportable and meet Support Services non-functional requirements.
• Identifies and recruits exceptional talent to improve the overall skillset and experience level of the team.
• Manages direct reports with different levels of technical knowledge and experience, skillsets and expertise, and technical areas of focus.
• Exemplifies strong written and verbal communication skills, to manage both client and peer internal organization interactions.

About you:

Successful candidates will exhibit strong communication and people management skills and will act as a personable relationship builder that demonstrates effective leadership through change.  The successful candidate has a strong track record as a servant leader, with a strong focus on clearing roadblocks and enabling their teams to best support customers.  You will have demonstrated leadership experience in a customer or end user SaaS Support environment and possess strong technical problem-solving abilities with a customer service orientation.

• Previous experience in a SaaS or enterprise grade organization.
• Post-secondary education (minimum of an undergraduate degree is preferred).
• 10 years SaaS support experience in a client-facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.
• Strong ability to set priorities and coordinate work efficiently and effectively.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Working conditions:

• Global Relay Technical Support is a 24x7 team using a follow-the-sun model.
• Managers may be required to work outside of business hours, including weekends and statutory holidays.
• This is a fully in-office role, with flexibility as required

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base salary range

$100,000—$130,000 CAD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

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.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.