About the Team:

The Customer Support team is the frontline voice of Relay - the first point of contact for our customers and a critical driver of product feedback, customer retention, and team knowledge. We support customers across multiple channels, collaborate closely with internal teams, and take pride in resolving complex issues with clarity and care. We utilize Zoho Desk, Zoho CRM, HubSpot, Zoom, and Google Meet.

Position Overview:

We are seeking a Technical Support Specialist III to serve as the team's deepest technical expert and primary internal resource for complex problem-solving, documentation standards, and peer development. As a high-performing self-starter with a rigorous troubleshooting mindset, you are equally comfortable driving independent projects to completion as you are collaborating across teams to solve systemic issues. This is the top of the individual contributor track-the person everyone turns to for the hardest cases-who balances technical mastery with a heart for the customer, leading with empathy even in high-pressure situations. The ideal candidate has mastered the Relay platform, communicates with clarity, and takes genuine pride in elevating their teammates and the customer experience alike.

What You'll Do:

• Technical Expertise & Escalation Support:
• Serve as the team's senior technical authority - handling the most complex, ambiguous, and high-stakes support cases independently and with consistent quality
• Act as the primary escalation resource for teammates across Support tiers, helping them think through difficult situations and driving issues to resolution
• Maintain expert-level command of all Relay systems and tools, understanding deeply how they interact and impact the customer journey
• Documentation & Knowledge Management:
• Identify recurring problems and gaps before they escalate; develop or refine SOPs based on learnings and ensure documentation is thorough, accurate, and accessible to the team
• Produce team resources - templates, SOPs, troubleshooting guides - that scale best practices and reduce resolution time across the team
• Support system-related onboarding for new team members and serve as a go-to resource on tool best practices and system navigation
• Product Feedback & Roadmap Awareness:
• Contribute frequent, high-quality product feedback using the aggregated voice of the customer
• Analyze and synthesize recurring themes from customer tickets to provide high-impact, data-driven feedback to Product and Engineering; act as a persistent advocate for fixes and enhancements that resolve systemic issues and improve the overall customer experience.
• Help teammates correctly identify and communicate bugs, feature requests, and working-as-designed behaviors
• Maintain a deep, current understanding of the product roadmap and its implications for customer experience and team readiness
• Cross-functional Collaboration:
• Collaborate with Customer Success, Product, Engineering, and Operations - serving as a knowledgeable and credible point of contact for Support. Plus
• Synthesize customer feedback and support trends to surface systemic experience gaps, bringing findings and recommendations to leadership
• On-Call & Travel:
• Participate in a week-long on-call support rotation approximately once every two months
• Less than 5% domestic travel as needed

What you will have:

• 5+ years of experience in technical support, with a demonstrated track record of handling the highest-complexity cases in a team environment
• Expert-level proficiency across support systems and tools, with a deep understanding of how they interact in a B2B SaaS or hardware/software environment
• Strong data analysis skills; fluent in SQL and BI tools, with the ability to synthesize multiple data sources and surface meaningful findings through reporting
• Agile in adopting and mastering emerging AI technologies; able to utilize AI as a force multiplier for root-cause analysis while providing feedback on how AI-driven features impact the broader product ecosystem
• Proven ability to develop and maintain high-quality documentation, SOPs, and knowledge base resources that others rely on
• A natural teacher - comfortable coaching peers, sharing knowledge proactively, and giving and receiving feedback at all levels
• Excellent written and verbal communication skills, including the ability to present findings and recommendations to internal stakeholders
• Strong cross-functional instincts - knows when and how to engage the right teams to resolve complex issues efficiently
• Self-directed and composed under pressure; a stabilizing presence in high-stakes or ambiguous situations
• Ability to thrive and adapt in a startup environment

Technical Skills & Tools:

• Mastery of Root-Cause Analysis: Possesses a sophisticated troubleshooting mindset characterized by the ability to isolate "one-off" anomalies from systemic trends. By expertly deducing variables and leveraging deep product knowledge, this individual navigates complex ecosystems to identify underlying issues and asks the critical questions that bridge the gap between symptoms and solutions.
• CRM & ticketing: Proficient in ticketing and CRMs; we use Zoho and HubSpot. They can navigate these systems to work on tickets, review customer account information, pull reports, and recommend adjustments to make day-to-day operations easier.
• Observability & diagnostics: Comfortable navigating platforms to investigate system health, review logs, and identify the origin of platform performance issues in collaboration with Engineering.
• Incident Command: Acts as the first responder during outages, leading incident response efforts by delegating tasks, managing stakeholder communications via status pages, and overseeing the end-to-end escalation process.
• Cloud & infrastructure awareness: Demonstrates a strong conceptual understanding of AWS-hosted environments and modern cloud architecture. This individual can interpret infrastructure-related signals and system health indicators to differentiate between platform-wide outages and isolated customer issues.
• IoT & connectivity fundamentals: Deep understanding of cellular (LTE/5G) and Wi-Fi network architecture. Ability to diagnose complex connectivity failures by isolating variables between hardware performance, software configuration, and environmental interference. Experienced in troubleshooting diverse networking environments, including enterprise Wi-Fi handoffs and signal propagation in challenging indoor locations.
• API & log familiarity: Able to read and interpret API responses and log data to support troubleshooting of customer integrations and escalations alongside Engineering
• Tooling breadth: Comfortable navigating complex software ecosystems and utilizing developer tools (such as ADB, browser inspectors, or network logs) to assist in deep-dive debugging. Demonstrates sufficient awareness of backend and infrastructure workflows to act as a primary stakeholder in identifying tooling needs and facilitating high-level technical escalations.

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.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.