Technical Solutions Specialist

Technical Solutions SpecialistAbout eSentire:eSentire is on a mission to hunt investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if youcantfind a solution you build it. And today that means pioneering the future of AI-powered eSentirewerebuildingacutting-edgeAISecurity Operations Platformthatwillamplify humanexpertise not replace it creating a workplace where innovation meets culture is based on transparency teamwork and continuous innovation where your ideas can shape how AI and human intelligence work together to outsmart cyber adversaries. As the authority in Managed Detection and Response we protect the critical data and applications of 2000 organizations in 80 countries across 35 industriesandwerelooking for forward-thinking talent to help us define what AI-first security human-backed trust means for the the position:Join our growing team of industry leading technical professionals as a Technical Solutions Specialist where you will provide Tier-2 escalation support for eSentires Managed Detection and Response (MDR) offerings. eSentires multi-signal MDR offerings ensure customers remain protected from active threats 24x7. As a Technical Solutions Specialist when issues arise and our clients reach out for support you will be responsible for ensuring they receive industry leading support and that they remain in a healthy operational state throughout their partnership with eSentire. You will raise complex issues internally for collaborative solutions as well as escalate any to the appropriate teams as needed. You will also be required to maintain stellar customer-facing communications and regular timely updates as well as updating knowledge articles when solutions are not previously documented. As a Technical Solutions Specialist you will have the opportunity to grow your career in a dynamic and rapidly expanding company and offers a competitive salary and benefits package as well as access to cutting-edge technology and ongoing training opportunities. This role reports to the Manager of Support :Support our clients inquiries and issues related to eSentires MDR offerings such as Network products Endpoints Portal Integrations and API products/services by identifying the underlying problem and analyzing the information related to the directly with clients on live troubleshooting calls guiding them in real time through diagnostic and remediation steps to resolve urgent solutions that align with both our business requirements and our clients interest focusing on the client experience and quality of complex issues to the appropriate internal/external teams for further with cross-functional teams to support customer issues and all troubleshooting and research steps including related technical guidance and support with implementation and feasibility inquiries along with sharing industry standard best practices and recommendations with stakeholders and leadersContribute to our knowledge management system by creating and maintaining knowledge and process other duties and/or projects as :5 years of Information Technology experience in enterprise technical degree in Computer Science Information Technology or equivalent hands-on understanding of networking technologies such as LAN WAN TCP/IP Routers Switches Firewalls SD-WAN Traffic Mirroring including experience with Linux command line supporting and troubleshooting enterprise applications including endpoint troubleshooting API integrations and web-based service customer-focused communication skills both verbal and problem-solving skills with a focus on root cause to detail with a commitment to continuous to work efficiently in a fast-paced environment and handle multiple to have:Exposure to and experience with the following:Virtualization (VMware Hyper-V or similar) including deploying VMs adding disks creating and configuring virtual switchesAWS navigating the console deploying AMIs and understanding AWS networking (availability zones internet gateways ENIs)Familiarity with enterprise software deployment tools such as SCCM Endpoint Manager Intune GPO and API troubleshooting and integration LocationIf the successful candidate is located within 50 km of our Waterloo Ontario office this role will follow a hybrid schedule: work from home on Mondays and Fridays and work onsite Tuesday through Thursday. Candidates residing more than 50 km from the office will work fully RangeThe expected base salary range for this role is $75-$85K 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 equityOur 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:Competitive benefit programEligible for an annual performance-based bonus tied to personal and company performance. Please note that bonus payments are not guaranteedPaid parental leaveMatching RRSP 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.