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Added 47 mins ago
T
Actuarial Analyst III - Capital
TD
Toronto, ON · Montreal, QC
- Full-time
…pricing, underwriting, insurance, reinsurance and of course, risk management. We value and customers benefit from the tremendous actuarial talent at the Bank and craft these roles with…
Added 1 hour ago
DT
Gestionnaire de projet - Gestionnaire de programme sénior - Senior Project - Program Manager
Dell Technologies
ON · ON, Canada
- Full-time
Gestionnaire de projet / Gestionnaire de programme sénior
Added 1 hour ago
ES
Senior Product Manager | Applied AI
EPAM Systems
Canada
- Full-time
We are growing a product-management team that runs AI-powered products and applies AI across the whole product lifecycle. As a Senior Product Manager | Applied AI, you will own the vision,…
Added 1 hour ago
ES
Senior Cloud & Infrastructure Engineer (Azure & Terraform)
EPAM Systems
Canada
- Full-time
We are looking for a senior-level Infrastructure Engineer with deep expertise in Azure Cloud architecture and production-grade Terraform development. You will own the creation,…
Added 2 hours ago
RB
Senior MuleSoft Integration Developer
Royal Bank of Canada
Toronto, ON
- Full-time
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Added 2 hours ago
SM
RQ11518 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
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RQ11723 – Solutions Designer – CRM – Senior
S M Software Solutions Inc
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- Full-time
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RQ00388 – Solution Architect
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- Full-time
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Added 2 hours ago
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RQ11619 – Business Analyst – Senior
S M Software Solutions Inc
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RQ11611 – Business Analyst – Senior
S M Software Solutions Inc
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RQ11612 – Business Analyst – Senior
S M Software Solutions Inc
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- Internship
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Added 2 hours ago
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RQ11693 – Privacy Impact Assessment (PIA) Specialist – Senior
S M Software Solutions Inc
Toronto, ON
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Added 2 hours ago
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RQ11517 – Privacy Impact Assessment (PIA) Specialist – Senior
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Leverage project management frameworks to identify and manage timelines and budgets.
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GOAPRDJP000001045 – Project Manager (IT) – Senior
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
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Added 4 hours ago
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Manager, Health & Safety
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Added 5 hours ago
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Toronto, ON
- Full-time
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Added 5 hours ago
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- Full-time
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Added 8 hours ago
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Manager – Banking Cloud & Platform Engineering (35857)
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This is not a hands-on engineering position, pure architecture role, or pure sales role. It requires enough technical depth to challenge and guide architects and engineers, while also…

Global Relay

Support Specialist, Technical Support - L1

Vancouver, BC, Canada

British Columbia - Base salary range: $50,000 CAD - $65,000 CAD · Full-time

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Job details

Pay: British Columbia - Base salary range: $50,000 CAD - $65,000 CAD
Job type: Full-time
Apply by: Apr 7, 2027
Posting language: English
Posted: Oct 9, 2026

Original job description

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 L1 Technical Support to support our Small and Medium Business (SMB) team as part of the Technical Support team.

This role is focused on being the first point of contact for our customers, providing foundational support to ensure our services run correctly and smoothly. This role is part of our 24x7 Frontline team, responsible for triaging of tickets, assisting customers with authorizing requests, adding and removing users on customers’ account and services, basic troubleshooting and initial support for Global Relay services.

You will learn to use creative problem-solving to understand customer issues, gather necessary information and resolve entry-level technical problems. You will work in a fast-paced environment, effectively communicating both verbally and in writing to escalate more complex issues to Intermediate and Senior Specialists while handling initial user requests and administrative tasks.

This role balances entry level technical troubleshooting capability with an understanding of client business impact, ensuring issues are resolved efficiently and professionally.

Your responsibilities:

Be the first point of contact for customers, providing first level technical support for all Global Relay Services
Assist customers with basic technical issues and end user queries
Collect pertinent issue details and create clear, detailed escalation tickets for Intermediate Technical Support Specialists to investigate and resolve
Perform user management requests, self-service requests and simple script import requests
Manage support queues and triage cases to appropriate resources
Manage our customers' authorized contact changes
Maintain accurate documentation of troubleshooting steps, and resolutions
Handle overflow calls from admins where required

About you:

You are technically strong, operationally disciplined, and comfortable working within a structured support model. You understand the importance of balancing responsiveness with scalability and process adherence. You thrive in collaborative environments and are comfortable working alone as well as part of a team.

Minimum 1-2 Years in a customer facing technical support role.
Strong desire to learn and develop technical troubleshooting skills.
Ability to manage multiple priorities in a structured environment.
Excellent attention to detail and the ability to follow defined policies and procedures.
Strong written and verbal communication skills in English.

Your technical skills:

Basic troubleshooting and problem-solving capabilities.
Knowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory.
Familiarity with Microsoft Office Suite is desired.
Prior experience with Salesforce or Jira is an asset.
Basic demonstrable knowledge in two or more of the following areas:

Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
Microsoft Exchange, Office 365, or Google Workspace
Windows Server and workstation environments
Basic scripting (PowerShell, Perl, VBScript, SQL)
Relevant certifications (MCSE, MCITP, CCNA, PMP) is an asset
Instant Messaging, SMS, and Voice services

Working conditions:

Support is a 24x7 team using a follow-the-sun model
Specialists must be willing and able to work occasionally outside of business hours, including weekends
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: $50,000 CAD - $65,000 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.

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More about this job

Responsibilities

Provide first-level technical support to customers, handle basic troubleshooting and user or account requests, and triage support cases. Document issue details and resolutions, escalate complex cases to higher-level specialists, and manage support queues and authorized contact changes.

Requirements

Requires 1–2 years of customer-facing technical support experience, strong communication and attention to detail, and the ability to manage priorities while following procedures. Candidates should demonstrate basic troubleshooting and knowledge in at least two relevant technical areas; SAML/SSO, Microsoft Office, Salesforce, Jira, and relevant certifications are desired or assets.

Skills

Technical Support
Customer Service
Troubleshooting
Problem-Solving
Ticket Triage
User Management
Networking Fundamentals
SAML
Single Sign-On
Microsoft Office
Salesforce
Jira
Microsoft Exchange
Office 365
PowerShell
Written and Verbal Communication

Benefits

Extended Health Benefits
Virtual Healthcare
Wellness Allowance
Paid Vacation
Paid Sick Days
Maternity and Parental Leave Enhancement
Bonus
RRSP Contribution Matching
Subsidized Meal Program

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Customer Support
Small and Medium Business
Ticket Triage
Escalation Tickets
User Management
Authorized Contacts
Troubleshooting
SAML
Single Sign-On
Networking Fundamentals
Active Directory
ADFS
TCP/IP
DNS
DHCP
VPN
LDAP
Microsoft Exchange
Office 365
Google Workspace
Windows Server
PowerShell
Perl
VBScript
SQL
Salesforce
Jira
Instant Messaging
SMS

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