Technical Support Specialist III

About the role

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.

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
• 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
• 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

Benefits

Additional Information

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. It is an incredibly exciting time to be joining Relay, given we've 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!

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