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 2000 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 AI is eSentires Controlled Autonomy SecOps platform. It connects to a customers entire security stack and correlates signals across endpoint network identity email cloud and SaaS environments to preempt exposure and contain threats. eSentires engineering organization is global serving mid-market and large enterprise 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 eSentires MDR (Managed Detection and Response) offerings to our clients ensuring the related products and services remain in a healthy operational state throughout the customers partnership with eSentire. The candidate will work cross-functionally to escalate any issues to the appropriate teams when role will report to the Manager Support Center within our Support OperationsWho 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 customers needs and those of our 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 :Handling customer enquiries and internal cases in our case management system communicating directly with First Contact Resolution Phone Support. Handling inbound enquiries and resolving customer cases while on the phone as well as performing outbound a range of eSentire MDR offerings including but not limited to Endpoint Network Cloud and API products/ initial triage and categorization of client issues across service types Endpoint Portal Integration and and troubleshoot client inquiries/issues while:Identifying the underlying problem by analyzing the information/data related to the symptomsDocumenting all troubleshooting steps and related results within our case and knowledge management systemsEscalating issues that require Tier-2 support to the appropriate teams as necessaryLiaising with vendor support teamsField inquiries from a variety of internal and maintain knowledge and process :2 years of Information Technology experience in a Technical Customer Support 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 analytical and problem-solving skills with a focus on root cause to and experience with the following:Computer software and hardware support experience including desktop computers servers laptops network devices and with Service Management / IT Helpdesk ticketing and case management application support understanding of networking fundamentals; LAN WAN TCP/IP Routers Switches Firewalls SD-WAN Traffic command line operation experience (basic).Demonstrated attention to detail and a continuous improvement to work in a fast-paced environment and manage multiple to have:Exposure to and experience with the following:Support of Endpoint security solutions such as Microsoft Defender CrowdStrike Carbon Black and/or software distribution tools such as SCCM Endpoint Manager Intune GPO and Monitoring/Observability awareness of APIs and web-based posting is for an existing vacancyThis is a hybrid position based in our office in Waterloo OntarioCompensation RangeThe expected base salary range for this role is $65000-$75000 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 andinternal Culture and ValuesWe 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 youre enthusiastic about this opportunity but dont 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 RewardsWe 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 planCompetitive benefit programPaid parental leaveMatching RRSP or 401K programCompetitive employee referral bonusArtificial 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 teamAccommodationIf you have any accessibility requirements during the recruitment process please reach out to our HR team any accommodation needs will be addressed upon talents and unique perspectives are valued and we look forward to the opportunity to work together to build a more inclusive 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 @ email addresses never from a public email address.