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Added 45 mins ago
A
Product Support Specialist - Americas
Ashby
Canada
- Full-time
…the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as…
Added 1 hour ago
UH
Technical Specialist, Techna
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Toronto, ON
- Full-time
Familiarity with data-driven or AI-enabled initiatives in healthcare, and the ability to translate clinical or research needs into data and technology requirements
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HM
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Mission, BC
- Full-time
…Mission, British Columbia. This opportunity is ideal for a specialist seeking to establish or expand a community-based women's health practice in a modern, fully supported…
Added 3 hours ago
T
City Specialist
TEKsystems
AB · Edmonton, AB
- $23 to $25 CAD / hour
- Contract
Our client, a leading technology company specializing in connecting local businesses with customers, is looking for a motivated and customer-focused City Specialist to support its growing…
Added 3 hours ago
CO
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Added 3 hours ago
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Project Manager External
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Project Manager External
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Added 5 hours ago
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Simulation Operations Specialist - Operations Centre
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- Full-time
…standards of quality through the use of current simulation technology. This includes but is not limited to demonstrating and teaching technical aspects of operating simulators. May be…
Added 5 hours ago
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Senior Team Member, Global Financial Reporting & Analysis (24-Month Secondment)
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ON · Toronto, Ontario
- Full-time
The senior specialist will have responsibility for data review and validation, financial analysis , generating leadership financial reports along with continuous improvement and change…
Added 6 hours ago
AS
IT Specialist
Apex Systems
Toronto, ON
- $35 to $40 USD / hour
- Internship
Our client is seeking an IT Specialist to join our growing IT team. In this role, you will serve as the frontline resource for day-to-day technical support, troubleshooting, and systems…
Added 6 hours ago
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Information Technology Audit Specialist
ATB
Calgary, AB · Edmonton, AB
- Full-time
As ATB’s next Information Technology Audit Specialist, you will conduct ongoing audits to assess whether key information technology controls are in place to mitigate risk and safeguard the…
Added 6 hours ago
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Marketing Specialist
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Montreal, QC
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Added 7 hours ago
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S M Software Solutions Inc
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We are seeking a Senior Systems Testing/QA Specialist with extensive experience in software quality assurance, commercial off-the-shelf (COTS) application testing, functional and…
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RQ11574 – Information Management Specialist – Senior
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Added 7 hours ago
M
Cloud & AI Platform Sales Specialist
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Toronto, ON
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As a Cloud & AI Specialist, you are a business leader with deep technical and business knowledge within our enterprise sales organization, working with our most important customers in…
Added 7 hours ago
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Principal Process Specialist
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Added 7 hours ago
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Spécialiste Clinique Flex II
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Added 7 hours ago
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Power Systems Automation Specialist/ Spécialiste en automatisation des systèmes électriques
Eaton Corporation
Dartmouth, NS · Kitchener, ON · Milton, ON · Mississauga, ON · Ottawa, ON · Laval, QC
- Full-time
Eaton’s Electrical sector is currently seeking a Power System Automation Specialist. This position can be based at one of our listed Eaton location in Ontario, Quebec or Nova Scotia and…
Added 8 hours ago
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Drill & Blast Specialist
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BC · Kitimat-Stikine A, BC
- Full-time
Reporting directly to the Mine Manager, the Drill & Blast Specialist supports the safe and efficient execution of drilling and blasting activities at the Eskay Creek open-pit mine. The role…
Added 8 hours ago
BH
Senior Solution Architect
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Burnaby, BC
- $131,100 to $165,800 CAD / year
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Conduct key technology decision evaluations and present them to the Architecture Review Board (ARB) while collaborating with business stakeholders, Enterprise Architecture, application, and…
Added 8 hours ago
PA
Automotive Sales Consultant
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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: Nov 26, 2026
Posting language: English
Posted: Oct 27, 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 manage support queues. Gather issue details, document troubleshooting and resolutions, and escalate complex cases to intermediate specialists.

Requirements

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

Skills

Technical Support
Customer Service
Troubleshooting
Problem-Solving
Ticket Triage
Escalation Management
User Management
Written Communication
Verbal Communication
Networking Fundamentals
SAML Authentication
Single Sign-On
Microsoft Office
Salesforce
Jira
Scripting

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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