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Added 2 mins ago
K
Associate Director - Cloud Technology Advisor
Kyndryl
Calgary, AB · BC
- Full-time
Collaborate with architects, SMEs, delivery teams, and partners to develop differentiated solutions.
Added 16 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 17 mins ago
F/
Technical Analyst (Support Services)
FCC / FAC
Regina, SK · Agriculture Place
- Full-time
As a Technical Analyst, you’ll translate business needs into practical, effective technology solutions. You’ll gather and interpret requirements, configure and enhance systems, and…
Added 32 mins ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 32 mins ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 1 hour ago
A
Test Automation Analyst
Accenture
Mississauga, ON
- Full-time
A Technology Analyst/Associate with a passion for quality engineering, automation, and modern software development. You have experience through academic projects, internships, co-op…
Added 3 hours ago
UO
Tech/Facility Support Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Part-time
The Department of Central Services in Continuing Education is currently seeking a Recurring Part-time Tech/Facility Support Analyst.
Added 3 hours ago
TA
Technical Product Manager (Insurance)
Tiger Analytics Inc.
Remote, Canada
- Full-time
- Remote
…business challenges and drive value through innovative analytical…
Added 3 hours ago
IC
Business Specialist
IT Connex
Toronto, ON · Greater Toronto Area, Canada
- Full-time
The IT Business Analyst role is to support the Business Applications team in the planning, design, development, and support of efficient business systems within core organizational…
Added 4 hours ago
Senior Visualization Professional
Capgemini
Mississauga, ON
…governance, and support of enterprise reporting and analytics solutions using Microsoft Power BI and Microsoft Fabric. This role serves as the primary point of contact for business…
Added 5 hours ago
MG
Technical Analyst
Michael Garron Hospital
Toronto, ON
- Full-time
Reporting to the IT Manager – Technical and Client Services, the Technical Analyst is responsible for the effective provisioning, installation, configuration, operation, support, and…
Added 5 hours ago
CP
Senior Incident Response Analyst
Check Point Software
Toronto, ON
- Full-time
Experience with enterprise security solutions, incident crisis management.
Added 5 hours ago
CP
Senior Incident Response Analyst
Check Point Software
Montreal, QC
- Full-time
Experience with enterprise security solutions, incident crisis management.
Added 5 hours ago
CP
Senior Incident Response Analyst
Check Point Software
Vancouver, BC
- Full-time
Experience with enterprise security solutions, incident crisis management.
Added 5 hours ago
SC
Analyste Support Applicatif (Intermédiaire)
SII Canada
Montreal, QC
- Full-time
Investigate application issues, identify root causes, and implement appropriate solutions.
Added 6 hours ago
T
Senior Information Security Analyst
TD
Toronto, ON
- Full-time
Identify potential gaps and provide solutions to mitigate threats and protect the Bank. They participate in projects of moderate to high complexity and provide complex reporting, analysis,…
Added 7 hours ago
HB
Production Support & FIX Integration Engineer - FinTech - $80,000-$130,000 CAD + Bonus
Hunter Bond
Montreal, QC
- $80,000 to $130,000 CAD / year
- Full-time
Experience working within Integration / FIX and client connectivity solutions and Production Support
Added 7 hours ago
T
Sr. Business Systems Analyst - Core Platform
TD
London, ON · Toronto, ON
- Full-time
…Core Platform's Investment Management(IM) Business Systems Analyst team is the place for…
Added 7 hours ago
SL
Associate Director, Investment Data - SLC Management
Sun Life
Toronto, ON · Sun Life Toronto One York
- Full-time
SLC Management is a growing global asset management firm providing innovative and diversified investment solutions to institutional investors. We are breaking new ground with a full…
Added 7 hours ago
SM
Associate Director, Investment Data - SLC Management
SLC Management
Toronto, ON · Sun Life Toronto One York
- Full-time
SLC Management is a growing global asset management firm providing innovative and diversified investment solutions to institutional investors. We are breaking new ground with a full…
Added 7 hours ago
GS
Analyste Support Applicatif (Intermédiaire)
Groupe SII
Montreal, QC
- Full-time
Investigate application issues, identify root causes, and implement appropriate solutions.
Added 8 hours ago
NT
Analyste fonctionnel(le) senior / Senior Functional Analyst
Nöord Technologies
Montreal, QC
- Full-time
Our client, the digital division of an industrial group, is building an industrial execution software platform for the high-value metals processing sector. As the platform moves into an…
Added 8 hours ago
SG
IT Business Analyst
Software Guidance & Assistance, Inc. (SGA, Inc.)
Toronto, ON
- Full-time
Software Guidance & Assistance, Inc., (SGA), is searching for a IT Business Analyst for a contract assignment with one of our premier financial services clients in Toronto, ON.
Added 8 hours ago
MO
Software Test Analyst
Marketers on Demand
Toronto, ON · Greater Toronto Area, Canada
- $36 to $41 CAD / hour
- Contract
The Intermediate Software Analyst ensures the quality of software delivered for large-scale rail signaling projects. This is a testing role, not a development role. The work focuses on…
Added 8 hours ago
IS
On Site Service Desk Analyst
IMA Solutions, a division of SOMA Medical Assessments Corp.
Concord, ON
- Full-time
FunctionAbility is currently seeking an On Site Service Desk Analyst to join our team!

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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