Enterprise Technical Support Specialist

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

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 a technical curiosity, is detail-oriented, proactive, and customer-obsessed, with a passion for problem-solving.

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

 

What you will do:

• 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
• Serve as a primary point of contact for technical troubleshooting and problem-solving, ensuring timely resolution and maintaining strong relationships with strategic customers. This includes collaborating with internal and external teams to identify root causes and implement effective solutions.
• Build credible and long standing relationships both key IT and business stakeholders within strategic customer accounts
• Demonstrate a strong understanding of customer’s product usage and use cases by documenting and tailoring support practices based on account needs
• Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
• Leverage customer interactions, escalation trends, industry data, and knowledge of new/upcoming features to drive continuous improvement of support documentation, SOPs, and processes, ensuring timely resolution and an excellent customer experience
• Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams.
• Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed, escalating as needed, and advocating for the customer by collaborating with Product, Engineering, Operations, and other teams.
• 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.
• 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
• Demonstrated experience providing face-to-face customer support, including the ability to build rapport, address customer inquiries and concerns, and resolve issues effectively
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent oral & written communication skills
• Ability to undertake travel to customer locations with short notice
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to articulate complex issues simplistically with carrying stakeholders from end operators to C-suite executives
• Ability to thrive and react to changing business needs within a startup environment
• Established track record of successfully building and nurturing relationships across diverse levels of experience
• Experience with CRM platforms and ticketing tools

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

About us: Relay culture, benefits & perks:

Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what engaged team members can achieve together. Our ever-evolving list of benefits and perks means you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn 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 + locker room, as well as endless outdoor amenities, whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Ready to build something great with us? We can't wait to hear from you.