Relaypro

Technical Support Specialist III

Raleigh, NC · Mid

No sponsorshipDetected 1 day ago

SQLAWSData AnalysisIncident ResponseProduct ManagementProduct StrategyStrategic CommunicationsHubSpotCRMCustomer SuccessCustomer Support5G/LTELeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

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.

Responsibilities

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
develop or refine SOPs based on learnings and ensure documentation is thorough, accurate, and accessible to the team
Support system-related onboarding for new team members and serve as a go-to resource on tool best practices and system navigation
Help teammates correctly identify and communicate bugs, feature requests, and working-as-designed behaviors
Come build it with us.

Requirements

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
fluent in SQL and BI tools, with the ability to synthesize multiple data sources and surface meaningful findings through reporting
Excellent written and verbal communication skills, including the ability to present findings and recommendations to internal stakeholders
Ability to thrive and adapt in a startup environment
Possesses a sophisticated troubleshooting mindset characterized by the ability to isolate "one-off" anomalies from systemic trends.
Ability to diagnose complex connectivity failures by isolating variables between hardware performance, software configuration, and environmental interference.
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.

Skills

The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, with 500% YoY growth.
About Relay | Culture, Benefits & Perks

Benefits

Comfortable navigating platforms to investigate system health, review logs, and identify the origin of platform performance issues in collaboration with Engineering.
This individual can interpret infrastructure-related signals and system health indicators to differentiate between platform-wide outages and isolated customer issues.
Generous Paid Time Off
Baby Cash Reward + Paid Parental Leave
If you're joining our Raleigh-based HQ, you'll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling

Company info

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.
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
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.
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
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:

Visa & Work Authorization

At this time Relay is unable to provide sponsorship for employment.

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This listing is sourced directly from Relaypro's careers page and normalized into a canonical job model.