Enterprise Provisioning Specialist

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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, and genuine impact.

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 collaboration and learning, completely free of barriers.

As part of the Enterprise Onboarding Team, the Enterprise Provisioning Specialists work with customers in executing the technical onboarding of Global Relay’s services. They collaborate with the Onboarding Team and customer IT resources to implement services in scope, provide guidance on best practices, and drive implementation progress. They are trusted client advisors who help ensure solutions meet each customer’s unique requirements while setting up services correctly and smoothly.

This team is available 24/7 for customers worldwide.

• Set up and implement the Global Relay product suite, including third‑party services, and provide world‑class service in the deployment of Global Relay services and in resolving customer enquiries.
• Build strong relationships with customers, partners, and other Global Relay teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Work with clients to determine required workflows and implement solutions leveraging best practices.
• Assist Business Development on pre‑sales solution configurations and proof‑of‑concept/trial implementations. Complete implementations for clients with unlimited numbers of users and high complexity.
• Validate that data and message flow meet compliance requirements.
• Address errors or omissions in provisioning documentation or wiki articles.
• Perform peer reviews of new service implementations.
• Manage high‑profile client setups independently while providing guidance to Project Managers and Business Development.
• Establish connectivity to, and appropriate archiving from, mixed, multi‑clustered email server environments.
• Set up archiving for services requiring Global Relay software deployed in customer environments.
• Configure SAML authentication, Single Sign‑On integration, and Directory Sync services for enterprise customers.
• Manage multi‑tenant setups with a variety of technical and non‑technical contacts.
• Attend sprint demos to champion client and implementation interests to product.
• Review standard release and emergency fix deployment plans and communicate perceived risks.
• Ensure product updates are cascaded into the team’s knowledge base and to client‑facing documentation.

• Post‑secondary education (undergraduate degree preferred).
• 5+ years of technical, enterprise systems administration experience.
• Minimum 2 years of SaaS implementation experience in a customer‑facing role.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Demonstrated ability to work effectively with groups at different levels of technical and process experience.
• Strong written, verbal, and interpersonal communication skills, with outstanding telephone and email etiquette. Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project, Visio).
• Strong analytical and problem‑solving skills with significant attention to detail.
• Strong understanding of domains, networking principles, message flow, email protocols, and DNS.
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP,…