Technician, Technical Customer Support (Central Vancouver)

About the Role

As a member of the Technical Customer Support Team, you will be the face and voice of Global Relay. Your role requires independent and collaborative analysis, initiative, judgment, communication, and problem‑solving with minimal supervision. You will help ensure our customers’ email and archiving environments run smoothly and provide a seamless experience for users of all skill levels.Responsibilities

Provide the highest level of customer service for Global Relay’s clients: handling calls, identifying needs, answering inquiries, and following up on service issues. Complete technical requests and changes related to customers’ archiving setup and configuration. Provide all forms of message data delivery support and troubleshooting, including SMTP errors, NDRs, header analysis, server log tracing, and DNS issues.Set up archive configurations for Microsoft Exchange and other hosted email platforms such as Microsoft 365 and Google Apps. Troubleshoot Microsoft Exchange configuration issues with IT professionals, including journaling and Active Directory integration. Support archival configuration of systems such as Microsoft Teams, Skype for Business, Slack, Refinitiv, Bloomberg, Zoom, and major social media platforms.Assist in the testing of new systems, features, and services such as open connectors and APIs. Contribute to the team’s growth by implementing documentation, policies, and procedures. Qualifications

Minimum of 3years in technical support with at least 2years of customer‑facing experience. Excellent interpersonal and communication skills in English, capable of explaining complex technical issues to users of all skill levels. Strong critical thinking and analytical skills, with the ability to identify problems through observation and research.Goal‑oriented self‑starter who works independently and in a team, with minimal supervision, adaptable to fast‑paced environments. Strong working knowledge of email and networking technologies. Ability to accurately document complex technical issues and outline resolution steps in support cases.Good judgment and discretion with confidential information. Experience with hosted and cloud‑based email providers. Experience with email journaling is a strong asset. Knowledge of Active Directory, LDAP, SAML/SSO/MFA is a plus. Familiarity with Salesforce CRM and Confluence is desirable. Compensation and Benefits

British Columbia– Base salary range: $60,000–$75,000CAD. A comprehensive benefits package includes: virtual healthcare, wellness allowance, paid sick days, maternity and parental enhancement program, bonus opportunity, and RRSP contribution matching. Vancouver employees receive a subsidized meal program. Annual vacation days increase with tenure.Equal Opportunity Statement

Global Relay is an equal‑opportunity employer committed to diversity, equity, and inclusion. We seek to provide reasonable adjustments, accommodations, and personal time tailored to meet the unique needs of every individual.

#J-18808-Ljbffr