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Added 25 mins ago
CC
Global Account Manager
Cogent Communications
Toronto, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 25 mins ago
M
Senior Property Accountant - Multi-Residential
Morguard
Mississauga, ON
- Full-time
At Morguard, people are at the center of everything we do. We are committed to creating lasting value not only for our clients and communities, but for our employees as well. As a fully…
Added 25 mins ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 25 mins ago
CC
Global Account Manager
Cogent Communications
Montreal, QC
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 54 mins ago
CU
Early Childhood Educator
Capilano University
North Vancouver, BC
- Full-time
…selection process. Simply, the goal of collecting this anonymous data is to better understand our organizational reach, while continuously aiming to improve the diversity of our applicant…
Added 1 hour ago
NI
General Manager I
NFI Industries
Delta, BC
- Full-time
The General Manager I is responsible for the operation and financial performance by providing direction and leadership to exempt and non-exempt associates at this facility. This position is…
Added 1 hour ago
LE
Junior Operational Improvement Specialist (In-Person)
Lynx Equity Limited
Toronto, ON · Greater Toronto Area, Canada
- $60,000 to $70,000 CAD / year
- Full-time
Lynx Equity Limited is a Canadian-based manager of private equity funds. We currently have 50 portfolio companies across North America and Europe. Our portfolio will continue to grow as we…
Added 1 hour ago
AM
Senior Vendor Technology Program Manager
Advanced Micro Devices, Inc
Markham, ON
- Full-time
AMD's Data Center Platform Engineering Group (DPEG) - Vendor Technology Enablement Team is designing, developing, and delivering innovative technology infrastructure enabling the digital…
Added 2 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)
Added 2 hours ago
T
Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added 2 hours ago
T
Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added 2 hours ago
T
Elevated Support Senior Specialist
Teleperformance
Toronto, ON · TPCA Toronto
- $23.43 CAD / hour
- Full-time
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible…
Added 3 hours ago
MW
Reservations Coordinator
Mike Wiegele Helicopter Skiing
BC · MWHS
- Full-time
Maintain guest data bank by entering potential guests, updating existing guest profiles, adding notes & special requests that pertain to any department.
Added 6 hours ago
CC
National Account Manager
Cogent Communications
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 6 hours ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 6 hours ago
A
Implementation Consultant - Americas
Ashby
Canada
- Full-time
Hi! I’m Morgan, the Manager of Strategic Implementations here at Ashby. Our customers are at the center of everything we do, and that’s especially true during implementation. We take pride…
Added 6 hours ago
K
Senior Customer Success Manager
Klue
Remote, Canada
- $90,000 to $130,000 CAD / year
- Full-time
- Remote
As a Senior Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You're the connective tissue: keeping every account team…
Added 7 hours ago
R|
Clinical Research Coordinator - Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Under the supervision of the Manager, Pediatric and Adult Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the…
Added 7 hours ago
R|
Clinical Research Coordinator – Nurse - CIM - Phase 1 Oncology
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Under the supervision of the Manager of Oncology Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the successful…
Added 8 hours ago
A
Assistant Store Manager - adidas Brand Center Robson (#2068) 1 1
adidas
Vancouver, BC
- Full-time
…Assuming leadership responsibilities in the absence of the Store Manager. Role modelling a culture of consumer centricity within the store.In addition to shared leadership responsibilities,…
Added 8 hours ago
Area Manager II, YVR4
Amazon
Delta, BC
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 10 hours ago
NC
Pump Technician
Nikkiso Clean Energy & Industrial Gases
Red Deer, AB
- Full-time
Document all clearances on assembly clearance data sheet for review and approval of engineering
Added 10 hours ago
A
Senior Vendor Technology Program Manager
AMD
Markham, ON
- $174,400 to $261,600 USD / year
- Full-time
AMD's Data Center Platform Engineering Group (DPEG) - Vendor Technology Enablement Team is designing, developing, and delivering innovative technology infrastructure enabling the digital…
Added 11 hours ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
…members entering our Everyday Financial Services (EFS) call center, acting as a supportive mentor and trainer. This delivery-focused role combines learning experiences with high-energy…
Added 11 hours ago
P
Senior Portfolio Release Manager - Flights Acquisition & Retention
Priceline
Toronto, ON
- Full-time
Senior Portfolio Release Manager - Flights Acquisition & Retention

eSentire

Support Center Analyst I Position

Waterloo, ON, Canada

$65,000 to $75,000 CAD / year · Full-time

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Job details

Pay: $65,000 to $75,000 CAD / year
Job type: Full-time
Apply by: Nov 4, 2026
Experience: 2+ years of Information Technology experience in a Technical Customer Support role.
Posting language: English
Posted: Oct 5, 2026

Original job description

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.

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More about this job

Responsibilities

Provide front-line, tier-one support for eSentire MDR services by handling customer inquiries and cases, troubleshooting issues, and resolving requests by phone. Triage and document client issues, escalate cases requiring tier-two support, coordinate with internal and vendor teams, and maintain support knowledge articles.

Requirements

Candidates need at least two years of technical customer support experience, along with a bachelor's degree in a relevant field or equivalent hands-on experience. Required experience includes hardware and software support, ticketing or case management systems, enterprise applications, networking fundamentals, basic Linux command-line use, analytical troubleshooting, and strong customer communication.

Skills

Technical Customer Support
Customer Service
Troubleshooting
Root Cause Analysis
Networking Fundamentals
TCP/IP
Linux Command Line
Hardware and Software Support
Case Management Systems
Enterprise Application Support
Endpoint Security
Incident Triage
Technical Documentation
API Support
Problem-Solving
Client Communication

Benefits

Performance Incentive Program
Competitive Benefits Program
Paid Parental Leave
Matching RRSP or 401(k)
Employee Referral Bonus

Visa sponsorship

Not detected in the job text

Keywords

Managed Detection and Response
MDR
Security Operations Centre
Endpoint Security
Network Security
Cloud Security
API
Linux
Command Line
TCP/IP
LAN
WAN
Routers
Switches
Firewalls
SD-WAN
Traffic Mirroring
Case Management
IT Helpdesk
Enterprise Application Support
Microsoft Defender
CrowdStrike
Carbon Black
SentinelOne
SCCM
Endpoint Manager
Intune
Group Policy
IT Monitoring
Observability

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