Support Center Analyst I

About eSentire

Founded in 2001 and headquartered in Waterloo, Ontario, eSentire is a global leader in Managed Detection and Response (MDR), protecting more than 2,000 organizations across over 35 industries worldwide. The company operates a Controlled Autonomy SecOps model, pairing agentic AI operatives with expert human threat hunters and analysts in a 24/7 Security Operations Centre.

Atlas AI is eSentire's Controlled Autonomy SecOps platform. It connects to a customer's entire security stack and correlates signals across endpoint, network, identity, email, cloud, and SaaS environments to preempt exposure and contain threats. eSentire’s engineering organization is global, serving mid-market and large enterprise customers.

About the Role:

The successful candidate will be part of a growing team of skilled technical professionals, providing tier-1 support services. The candidate will be responsible for providing front-line support for eSentire's MDR (Managed Detection and Response) offerings to our clients, ensuring the related products and services remain in a healthy operational state throughout the customer's partnership with eSentire. The candidate will work cross-functionally to escalate any issues to the appropriate teams when necessary.

This role will report to the Manager, Support Center within our Support Operations

Who You Are:

You are a detail-oriented technical professional with a positive attitude and excellent customer communication skills, both verbal and written. You have an analytical approach to problem-solving in the most efficient manner and can provide technical support to clients of all levels. You are open to finding innovative solutions that meet both the customer's needs and those of our business.

What You Are Great At:

You are a proactive self-starter who is comfortable interacting with stakeholders at various levels of the organization, both internal and external, and can take ownership of ensuring all work is completed thoroughly and accurately. You excel at communicating complex technical language and concepts with end customers of all levels. The successful candidate will demonstrate experience with networking concepts, Linux operating systems, command line operations, and application support.

Responsibilities:

• Handling customer enquiries and internal cases in our case management system, communicating directly with clients.
• Providing First Contact Resolution Phone Support. Handling inbound enquiries and resolving customer cases while on the phone as well as performing outbound escalations.
• Support a range of eSentire MDR offerings including but not limited to Endpoint, Network, Cloud, and API products/services.
• Perform initial triage and categorization of client issues across service types — Endpoint, Portal, Integration, and API.
• Support and troubleshoot client inquiries/issues while:
  • Identifying the underlying problem by analyzing the information/data related to the symptoms
  • Documenting all troubleshooting steps and related results within our case and knowledge management systems
  • Escalating issues that require Tier-2 support to the appropriate teams as necessary
  • Liaising with vendor support teams
• Field inquiries from a variety of internal teams.
• Utilize and maintain knowledge and process articles.

Requirements:

• 2+ years of Information Technology experience in a Technical Customer Support role.
• Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience.
• A passion for delivering exceptional customer service and a proven track record of resolving technical issues.
• Good analytical and problem-solving skills with a focus on root cause analysis.
• Exposure to and experience with the following:
  • Computer software and hardware support experience, including desktop computers, servers, laptops, network devices, and peripherals.
  • Experience with Service Management / IT Helpdesk ticketing and case management systems.
  • Enterprise application support technologies.
  • Solid understanding of networking fundamentals; LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring.
  • Linux command line operation experience (basic).
• Demonstrated attention to detail and a continuous improvement mindset.
• Ability to work in a fast-paced environment and manage multiple priorities.

Nice to have:

Exposure to and experience with the following:

• Support of Endpoint security solutions such as Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne.
• Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO and others.
• IT Monitoring/Observability tools.
• Basic awareness of APIs and web-based technologies.

This posting is for an existing vacancy

This is a hybrid position based in our office in Waterloo, Ontario

Compensation Range

The expected base salary range for this role is $65,000-$75,000 CAD. This range is for the primary location for which the job is posted. Actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, skills, and internal equity.

Our Culture and Values

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes:

• We reward strong performance through role-specific incentive programs, including either an annual bonus program or a competitive commission plan
• Competitive benefit program
• Paid parental leave
• Matching RRSP or 401K program
• Competitive employee referral bonus

Artificial Intelligence (AI) Notice:

As part of our recruitment process, eSentire may use Artificial Intelligence (AI) tools to assist recruiters with reviewing and summarizing application materials. All candidate evaluations and hiring decisions are made by members of our hiring team

Accommodation
If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.

It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address.