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Added 1 hour ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 1 hour ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 1 hour ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 1 hour ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 1 hour ago
B
Analyst, Procurement Delivery
BCI
Victoria, BC · CA Victoria
- Full-time
Great investments start with great operations. As Analyst, Procurement Delivery, a newly created role, you will report to the Procurement Delivery Lead and keep BCI's contracting for goods…
Added 2 hours ago
HC
Remarketing Analytics Associate
Hyundai Capital Canada
Toronto, ON
- Full-time
Position Details: The Associate will support Remarketing analytics by maintaining dashboards and reports, improving data processes, and contributing to reporting, forecasting, and modelling…
Added 2 hours ago
SF
Digital Expansion Analyst - Simplii Financial
Simplii Financial
Toronto, ON
- Full-time
Simplii Financial is a modern, customer-first organization, and our Digital Expansion team is at the centre of how that commitment comes to life. As a Digital Expansion Analyst, you'll…
Added 2 hours ago
B
Analyst, Procurement Delivery
BCI
Victoria, BC
- $78,000 to $95,000 CAD / year
- Full-time
Great investments start with great operations. As Analyst, Procurement Delivery, a newly created role, you will report to the Procurement Delivery Lead and keep BCI's contracting for goods…
Added 2 hours ago
NT
Analyste fonctionnel(le) senior / Senior Functional Analyst
Nöord Technologies
Montreal, QC
- Full-time
Contrat de 6 mois renouvelable | Montréal centre-ville, hybride | Possibilité d'embauche directe à terme
Added 4 hours ago
PC
Technical Support Analyst / Analyste du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 4 hours ago
PC
Technical Support Analyst / Analyste du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 4 hours ago
R
Financial Analyst, FP&A (Hybrid – Boucherville)
RONA
Boucherville, QC
- Full-time
Reporting to the Finance Manager, the Financial Analyst offers a financial support to the retail store sector for all the Rona inc banners. The analyst will work directly with the regional…
Added 4 hours ago
MH
Supervised Lead Therapist and Float - Oakville
Monarch House
Oakville, ON
- Part-time
The Supervised Lead Therapist and Float is responsible for assisting the supervising Sr. Behaviour Consultant/Behaviour Analyst (BCBA/RBA) with the implementation of assessments, program…
Added 4 hours ago
C
Digital Expansion Analyst - Simplii Financial
CIBC
Toronto, ON
- Full-time
Simplii Financial is a modern, customer-first organization, and our Digital Expansion team is at the centre of how that commitment comes to life. As a Digital Expansion Analyst, you'll…
Added 4 hours ago
C
Analyst, Client Onboarding & Service
CIBC
Toronto, ON
- Full-time
Relationship Building – As a project manager the Analyst, Client onboarding & Sales Support will lead and manage the transition effort while collaborating with the team identified to…
Added 5 hours ago
EI
Senior Product Manager - Plans & Electrical
Enercare Inc.
Markham, ON
- Full-time
The Sr Product Manager leads a team of three (2 PMs, 1 Analyst) and serves as the primary connector between product strategy and frontline execution.
Added 5 hours ago
BS
Security Analyst
Bulletproof Solutions Inc
Fredericton, NB
- Full-time
The SOC 1 Security Analyst is responsible for monitoring security events, investigating alerts, performing incident triage, and escalating threats when appropriate. Working within our 24x7…
Added 5 hours ago
N
Workforce Coordinator
Northwestel
Yellowknife, NT
- Full-time
Work closely with Field Operations management, Foremen, Workforce Planners, Real-time Coordinators and Call Centre resources in organizing and validating workloads for high priority or work…
Added 8 hours ago
Senior Finance Analyst
Evolution Mining Limited
Red Lake, ON
We are seeking an experienced Senior Finance Analyst to join our team in Red Lake. This is a replacement role supporting the Site Leadership Team (SLT) in the implementation, execution, and…
Added 9 hours ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 9 hours ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…
Added 9 hours ago
L
Global Brand Insights Manager
lululemon
Vancouver, BC
- Full-time
Provide mentorship and guidance to the Quantitative Analyst, fostering skill development in advanced research methodologies, data visualization, and storytelling to ensure high-quality…
Added 9 hours ago
TM
Client Billing Specialist
The Maples Group (Financial Services)
Montreal, QC
- Full-time
We are looking for an accomplished Client Billing and Data Analyst to join our Global Entity Services team as part of our financial services business in Montreal.
Added 10 hours ago
MG
Client Billing Specialist – Global Entity Services / Spécialiste de la facturation des clients – Services aux entités mondiales
Maples Group
Montreal, QC
- Full-time
We are looking for an accomplished Client Billing and Data Analyst to join our Global Entity Services team as part of our financial services business in Montreal.
Added 10 hours ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…expérience préalable en technologies de détail ou au sein d’un centre de soutien informatique constitue un…

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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