About 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 you can't find a solution, you build it. And today, that means pioneering the future of AI-powered security. At eSentire, we're building a cutting-edge AI Security Operations Platform that will amplify human expertise, not replace it, creating a workplace where innovation meets impact.
Our 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 industries—and we're looking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.
The Opportunity:
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 organization.
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.
Skills and Qualifications:
- 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.
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:
- 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
[email protected] 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.
