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Added 11 mins ago
S
Anesthesia Assistant BCWH
Sanya’k̓ula
Vancouver, BC
- Full-time
…Anesthesia (BCWH) and under the authority of the Birthing Program Manager and the Respiratory Therapy Professional Practice Leader; the Anesthesia Assistant performs clinical and technical…
Added 12 mins ago
E
Technical Manager Storage Integrity
Enbridge
Toronto, ON · North York
- Full-time
You will shape integrity strategies, drive risk reduction initiatives, leverage data, and emerging technologies, and build technical capability across the organization while supporting…
Added 12 mins ago
TI
2027 Construction Project Management Intern
Trane Italia
Laval, QC
- Full-time
Added 27 mins ago
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Account Manager, LCUR
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- Full-time
TRANE is hiring an experienced Light Commercial Unitary Replacement (LCUR) HVAC Equipment Account Manager for our Montreal area market!
Added 27 mins ago
TI
Estimator II
Trane Italia
Markham, ON
- Full-time
…will be will be closely interacting with customers, account manager(s), other assigned project managers, technicians and suppliers to ensure timely completion of assigned estimates and…
Added 27 mins ago
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Senior Data Scientist
Visa
Toronto, ON
- Full-time
The Sr. Data Scientist is responsible for designing and deploying AI-powered tools and agent systems that combine LLMs and custom ML models into end-to-end solutions that support business…
Added 27 mins ago
OS
Reliability Engineer Co-op Student
Orion Steel Group
Regina, SK
- Full-time
…business operations. Working under the guidance of the Reliability Engineering Manager, the student will support the development and execution of reliability and asset management…
Added 27 mins ago
OS
Operational Excellence Analyst
Orion Steel Group
Regina, SK
- Full-time
Analyze data and monitor performance KPIs with units daily
Added 27 mins ago
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Gestionnaire de projet expert | Expert Project Manager
Sopra Steria
Montreal, QC
- Full-time
We are seeking an Expert Project Manager with strong experience leading complex, multidisciplinary projects. The successful candidate will be accountable for the end-to-end delivery of…
Added 27 mins ago
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Senior Manager, Portfolio Management (Hybrid)
Zebra Technologies
Mississauga, ON · CAN - Mississauga, Canada
- Full-time
…development process. May delegate and oversee the work of Portfolio Manager 1 or 2 level team members in executing tactical objectives to support execution to strategy. Contributes to…
Added 27 mins ago
AB
Senior Technical Project Manager - Demonware - Vancouver, BC
Activision Blizzard, Inc.
Vancouver, BC
- Full-time
We are looking for a talented Senior Technical Project Manager to join the Game Services Department at Demonware. You will work closely with internal partners, game development studios and…
Added 40 mins ago
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Product Manager
Shipra
Toronto, ON
- Full-time
Collaborate with engineering, design, and data science teams to deliver AI-powered investment analysis capabilities
Added 40 mins ago
OM
Analyst, Data Management & Visualization
Omnicom Media
Toronto, ON
- Full-time
You will build and maintain interactive dashboards and data visualizations that provide actionable insights into media performance, creative effectiveness, and audience behavior. Working…
Added 40 mins ago
DG
Manager, Business Transformation
Doane Grant Thornton LLP
Toronto, ON
- Full-time
As a Manager, Business Transformation, you will help bring the Firm’s strategy to life by leading workstreams within enterprise-wide transformation initiatives across people, processes, and…
Added 40 mins ago
AC
Data Scientist, Commercial Price Modelling
Aviva Canada
Toronto, ON
- Full-time
As a Data Scientist on our Commercial P&C Price Modelling & Sophistication team, you'll build models and data-driven solutions that improve customer experience, support business decisions,…
Added 40 mins ago
MP
Inventory Coordinator
Metal Processing Group, an Affiliate of The Heico Companies
L'Orignal, ON
- Full-time
Analyze data from ERP and operational systems to ensure consistency and accuracy.
Added 40 mins ago
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Data Scientist, Commercial Price Modelling
Aviva Canada
Markham, ON
- Full-time
As a Data Scientist on our Commercial P&C Price Modelling & Sophistication team, you'll build models and data-driven solutions that improve customer experience, support business decisions,…
Added 40 mins ago
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Supervisor, Marketing Science
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Toronto, ON
- Full-time
Partner with Data Engineering and Media teams to support data integration and reporting solutions.
Added 40 mins ago
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Wind Technician - Bluewater
Pattern Energy
Zurich, ON
- Full-time
The position's primary purpose is to monitor, inspect, and repair the wind turbines as directed by the Facility Manager. To show up to work each day with a positive mindset and an eagerness…
Added 40 mins ago
PE
Lead Technician - Bluewater
Pattern Energy
Zurich, ON
- Full-time
Support the Facility Manager in all areas of the Pattern operating Ensure a positive working environment by maintaining discipline, morale, and employee relations.
Added 41 mins ago
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National Accounts Director
OPENLANE
Brampton, ON · Toronto, ON · CAN - ON - Brampton (Toronto)
- $125,000 to $150,000 CAD / year
- Full-time
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
Added 56 mins ago
SA
Co-Op Engineer
Standard Aero
Richmond, BC
- Full-time
…Richmond facility, British Columbia and will report to the Manager, Engineering -…
Added 56 mins ago
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Senior Estimator – Industrial Fabrication
Startec
Calgary, AB
- Full-time
…lessons to the next bid. Your contribution will help Applications Engineering prepare more accurate bids and Production plan with better…
Added 56 mins ago
C
Manager, Continuity & Response
Clio
Calgary, AB · Burnaby, BC · Vancouver, BC · Toronto, ON
- Full-time
This is a Manager level role at Clio and it carries manager-level scope and accountability: you own a roadmap, you drive outcomes that show up in company results, you are the voice of…
Added 1 hour ago
KG
Product Manager – Transaction Banking (LMS & VAM)
K&K Global Talent Solutions INC.
ON · Ontario, Canada
- Full-time
Position: Product Manager – Transaction Banking (LMS & VAM)

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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