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Added 16 mins ago
NS
2627-202 - Administrative Assistant (OA11) - Pictou Campus
Nova Scotia Community College - NSCC
Stellarton, NS
- Full-time
Working in a team environment and reporting to the Manager of Student Supports, you will:
Added 16 mins ago
IB
Senior Manager, Admissions and Enrolment
International Business University
Toronto, ON
- Full-time
24/7 access to an Employee and Family Assistance Program (EFAP) and virtual healthcare services
Added 16 mins ago
DC
Spécialiste technique, Gestion des projets
Defence Construction Canada
Ottawa, ON
- Full-time
Enhanced inConfidence employee and family assistance program
Added 18 mins ago
C
Ingénieur de rotation
CAE
Montreal, QC
- Full-time
Launch your career with the Engineering and High Technology Ken Patrick rotation program! The Ken Patrick program is looking for applicants with strong technical and interpersonal skills to…
Added 18 mins ago
B
Enterprise Regulatory Compliance Testing - Business Program Specialist
BMO
Toronto, ON · FCP
- Full-time
Assists in the implementation, maintenance and administration of a specific compliance program. Coordinates and performs risk assessment, monitoring, testing and surveillance activities to…
Added 18 mins ago
SJ
Account Executive, Programmatic & Data Solutions
St. Joseph Communications
Toronto, ON
- $90,000 to $110,000 CAD / year
Employee & Family Assistance Program (EFAP) and access to online health & wellness resources through Homewood Health.
Added 18 mins ago
Registered Practical Nurse
WELL Health Technologies Corp
Toronto, ON
…to join our pediatric clinic team. Reporting to our Clinic Manager, you’ll play a key role in supporting our physicians and providing personalized care to our patients. This is more than…
Added 18 mins ago
HI
Talent Acquisition Specialist
HUB International
Windsor, ON
- Full-time
Experience with internet sourcing/advertising, direct sourcing, trade journal/newspaper advertising, employee referral campaigns, and job fairs
Added 18 mins ago
Pricing and Yield Analyst
Flair Airlines Ltd.
Toronto, ON
Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program.
Added 18 mins ago
TH
Metallurgical Tech. 185331UO
The Heico Companies LLC
L'Orignal, ON
- Full-time
Reporting to the Quality Manager, as a Metallurgical Technologist, you review and approve wire rod for releases to customers based on evaluation of own test results, tests from other QA…
Added 18 mins ago
Talent Acquisition Coordinator
Mitsubishi Heavy Industries, Ltd.
Mississauga, ON
…professional to join our team! Our team is on a mission to increase employee retention and engagement by fostering a supportive and inclusive work environment that encourages growth,…
Added 18 mins ago
Manager, Service Centre
Grainger Businesses
Montreal, QC · ANJOU, Queb
…depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may…
Added 18 mins ago
Nurse 2 - Family Medicine
Winnipeg Regional Health Authority
Winnipeg, MB
Demonstrated clinical experience in a related program area is preferred.
Added 18 mins ago
Nurse 2 - CIVP
Winnipeg Regional Health Authority
Winnipeg, MB
Reporting to the Manager, Health Services and under the supervision of the Nursing Resource Coordinator, the Registered Nurse Home Care - CIVP provides nursing care to clients in the…
Added 18 mins ago
Salesforce Technical Architect - Financial Services Cloud, Marketing Cloud & Data360 - Manager
EY
Toronto, ON · Montreal, QC
…drug coverage, as well as mental health benefits, a robust Employee Assistance Program and group savings plans to promote your overall wellbeing. We offer generous time off, including…
Added 18 mins ago
Registered Nurse, Family Newborn Care Unit
Nova Scotia Health and IWK Health
Halifax, NS
Department/Program: Family Newborn Care Unit, Women's & Newborn Health
Added 18 mins ago
Registered Nurse, PICU
Nova Scotia Health and IWK Health
Halifax, NS
Department/Program: PICU, Children's Medical Care
Added 33 mins ago
MN
Construction Technology Platform Manager - Material Planning & Purchasing
Modern Niagara
Toronto, ON · Vaughan, ON
- Full-time
24/7 confidential support through our Employee and Family Assistance Program, with access to comprehensive resources and professional services.
Added 33 mins ago
MN
Construction Technology Platform Manager - Pipeline & Pursuits
Modern Niagara
Toronto, ON · Vaughan, ON
- Full-time
24/7 confidential support through our Employee and Family Assistance Program, with access to comprehensive resources and professional services.
Added 33 mins ago
MN
Construction Technology Platform Manager - Quality & Safety
Modern Niagara
Toronto, ON · Vaughan, ON
- Full-time
24/7 confidential support through our Employee and Family Assistance Program, with access to comprehensive resources and professional services.
Added 33 mins ago
Manager, Impact (Bayshore Foundation & Sustainability),
Bayshore
Mississauga, ON
…achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023…
Added 33 mins ago
Intake Specialist
Bayshore
Mississauga, ON
To enter information from the referral into CRM and forward to the appropriate Case Manager.
Added 33 mins ago
SD
Senior Program Manager (15-month Contract)
Shoppers Drug Mart
Mississauga, ON
- Full-time
The Senior Program Manager is responsible for the strategic leadership, execution, and ongoing management of specialty programs. As a key partner to clients, you provide strategic…
Added 33 mins ago
FB
Bakery Department Manager
Farm Boy Inc.
Kingston, ON
- $55,000 to $60,000 CAD / year
- Full-time
As a key leader within our store, you’ll support Farm Boy’s vision of the best fresh shopping experience by delivering exceptional customer service and guiding your department to achieve…
Added 33 mins ago
UH
Research Agreement Specialist
University Health Network
Toronto, ON
- Full-time
…and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious…

eSentire

Support Center Analyst I Position

Waterloo, ON, Canada

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

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Applications open in a new tab.

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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