Technical Support Specialist III

Responsibilities

• Serve as the senior technical authority handling complex, high-stakes support cases
• Act as the primary escalation resource for support teammates
• Develop and refine SOPs, troubleshooting guides, and team documentation
• Analyze customer ticket themes to provide data-driven feedback to Product and Engineering
• Collaborate cross-functionally with Customer Success, Product, and Operations
• Participate in a week-long on-call support rotation approximately every two months

Requirements

• 5+ years of experience in technical support handling high-complexity cases
• Expert proficiency in B2B SaaS or hardware/software support systems
• Strong data analysis skills with fluency in SQL and BI tools
• Proven ability to develop high-quality documentation and SOPs
• Experience with CRM and ticketing tools like Zoho or HubSpot
• Understanding of AWS-hosted environments and cloud architecture
• Knowledge of cellular (LTE/5G) and Wi-Fi network architecture
• Ability to interpret API responses and log data
• Experience with developer tools such as ADB or browser inspectors

Preferred Qualifications

• Ability to master and utilize emerging AI technologies for root-cause analysis
• Experience in incident command and leading outage response efforts
• Ability to thrive in a fast-paced startup environment

Benefits

• 100% paid insurance (Health, Dental, Vision, Disability, and Life) for employees and dependents
• Generous Paid Time Off
• 401(k) Savings Plan with company match
• Baby Cash Reward and Paid Parental Leave
• Access to onsite fitness center, tennis, basketball, pickleball, and cycling (Raleigh HQ)
• Latest technology and standing desks

About the Company

Relay is the Intelligent System of Action for the physical economy, transforming analog frontline operations into a data-rich, AI-powered ecosystem for the deskless workforce.