About the Team:

The Enterprise Support team serves as the primary technical resource for Relay's most strategic and high-value customers. We work closely with Customer Success, Product, Engineering, and Operations to resolve complex issues, drive continuous improvement, and deliver an exceptional customer experience. Our team members are trusted advisors - technically sharp, customer-obsessed, and deeply familiar with the Relay platform inside and out.

Role Overview:

We are seeking an Enterprise Support Specialist to provide expert-level support to Enterprise, Strategic, and internal customers. You will collaborate with Customer Success, Product, Engineering and Support teams to resolve technical issues, implement best practices, and enhance the customer experience. As a subject matter expert in our product's software and hardware, you will handle complex escalations, analyze support trends, and ensure timely resolution of bugs, outages, and configuration challenges. The ideal candidate possesses technical curiosity, is detail-oriented, proactive, and customer-obsessed, and is passionate about problem-solving.

This role is based at our Raleigh, NC headquarters and requires 5 days per week in the office (9am-6pm).

What you will do:

• Customer Relationship & Onboarding:
  • Be the primary technical contact in onboarding strategic customer accounts (virtually and in person), ensuring connectivity environments, indoor location, and additional product functionality meets performance standards
  • Build credible and long-standing relationships with key IT and business stakeholders within strategic customer accounts across language and cultural contexts
  • Demonstrate a strong understanding of customer product usage and use cases by documenting and tailoring support practices based on account needs
• Technical Support & Escalation Management:
  • Serve as a primary point of contact for technical troubleshooting and problem-solving, delivering support fluently in both English and Spanish
  • Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed and advocating for the customer
  • Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams
• Proactive Monitoring & Process Improvement:
  • Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
  • Leverage customer interactions, escalation trends, and knowledge of new and upcoming features to drive continuous improvement of support documentation, SOPs, and processes
• Cross-functional Collaboration:
  • Collaborate with Customer Success, Product, Engineering, Operations, and other teams to identify root causes and implement effective solutions
  • Be deeply familiar with the product roadmap and its relevancy to assigned Enterprise customers; partner with Customer Success to ensure communication is clear with customers in their preferred language
• Travel:
  • This role requires approximately 40% travel for on-site customer engagements, including onboarding, troubleshooting, new product introductions, business reviews, and roundtables

What you will have:

• 4+ years of experience in a technical support role within a transferable industry
• 1+ years of experience supporting large-scale, complex Enterprise clients in their technical issues
• Demonstrated experience providing face-to-face customer support, including the ability to build rapport, address customer inquiries and concerns, and resolve issues effectively
• Ability to articulate complex issues simplistically with varying stakeholders from end operators to C-suite executives
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
• Established track record of successfully building and nurturing relationships across diverse levels of experience
• Ability to thrive and react to changing business needs within a startup environment
• Ability to undertake travel to customer locations with short notice
• Experience with CRM platforms and ticketing tools; familiarity with Zoho Desk, Zoho CRM, or HubSpot a plus

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = Best Work In My Life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor led classes
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.