Support Center Analyst II

eSentire, Inc.; Southwestern Ontario; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Competitive benefits

Paid parental leave

RRSP/401K matching

Referral bonus

Job summary

eSentire seeks a Support Centre Analyst to provide 24/7 monitoring and incident triage for MD/RS platform and internal IT systems. You’ll mentor junior analysts, troubleshoot security and network issues, and coordinate with SOC, TAM, and onboarding teams from Waterloo.

The role demands strong troubleshooting across endpoints, networks, APIs, and Cloud services, plus the ability to work in a fast-paced, shift-based environment. Hybrid Waterloo-based position with in-person interview onsite.

Qualifications

• 4+ years diagnosing and resolving endpoint security issues across servers/workstations and AWS.
• 2+ years troubleshooting LAN/WAN networks including TCP/IP, routers, switches, firewalls and SD‑WAN.
• Familiarity with Linux OS, CLI commands and troubleshooting tools.
• Identity/hybrid: Azure AD/Entra ID basics, AAD Connect/Cloud Sync, CA/SAML/SSO integration.
• Experience with AD, Windows File Services and Citrix Workspace/CVAD.
• Diagnose API issues (HTTP errors, OAuth2/JWT/HMAC, rate limits, webhooks).
• Reproduce via Postman/cURL; inspect headers/payloads; correlate logs.
• Windows Server/Desktop OS; SCCM/Intune/GPO administration.

Responsibilities

• Provide phone and ticket support to customers with first touch resolution.
• Monitor services and respond to ensure continuous availability.
• Troubleshoot incidents affecting availability, stability, or performance.
• Investigate queries on behalf of Security Operations and client teams.
• Collaborate with internal/external teams to address issues.
• Document procedures and update knowledge base systems.
• Schedule and perform server upgrades with post‑upgrade validation.
• Manage Support Centre tickets with updates, closures or escalations.

Skills

Endpoint security

LAN/WAN troubleshooting

Linux CLI

Azure AD basics

Active Directory

APIs & webhooks

Postman / cURL

Windows Server

SCCM / Intune / GPO

Communication skills

24x7 shift experience

Education

Bachelor’s degree in a related technical field

Tools

Azure AD

AAD Connect

SCCM

Intune

Citrix Workspace CVAD

Postman

cURL

Job description

About ESentire

eSentire is a leader in Controlled Autonomy SecOps, protecting 2,000+ organizations across 35+ industries around the world. Founded in 2001, the company’s Controlled Autonomy SecOps operating model pairs agentic AI operatives with engineered human-judgment controls, delivering expert-depth security outcomes at machine speed without ceding accountability to opaque automation. Powered by the unified agentic AI Atlas Platform, eSentire’s Atlas AI + 24/7 expert human SOC coverage delivers offensive capabilities that preempt exposures before attackers do, detect, and respond to stop threats in real time.

About ESentire

eSentire is a leader in Controlled Autonomy SecOps, protecting 2,000+ organizations across 35+ industries around the world. Founded in 2001, the company’s Controlled Autonomy SecOps operating model pairs agentic AI operatives with engineered human-judgment controls, delivering expert-depth security outcomes at machine speed without ceding accountability to opaque automation. Powered by the unified agentic AI Atlas Platform, eSentire’s Atlas AI + 24/7 expert human SOC coverage delivers offensive capabilities that preempt exposures before attackers do, detect, and respond to stop threats in real time.

About The Role

The Support Centre is responsible for providing 24x7x365 monitoring and operational support of our Managed Detection and Response service delivery infrastructure and our internal corporate IT systems. Support Center Analysts triage, investigate, resolve or elevate a wide range of service and network issues supporting our Customers, SOC, TAM and Onboarding teams globally. The desired candidate is customer focused and detail oriented with strong network & endpoint troubleshooting skills, Cloud & identity configurations as well as API troubleshooting skills, demonstrates excellent performance in high volume/ high-pressures situations. This role will report to the Manager, Support Center within our Support Operations organization and will function as an experienced analyst and mentor for Support Center Analyst 1.

Responsibilities

• Provide phone and ticket support to customers with the goal of first touch resolution
• Provide continuous monitoring of all services, alerts and critical systems and respond appropriately to ensure continuous and uninterrupted availability of resources
• Troubleshoot and remediate anomalies, patterns or incidents that may affect the availability, stability, performance or capacity of critical systems and services
• Respond to queries and conduct investigations on behalf of Security Operations and other client facing teams, often in real-time
• Work closely with other internal and external support teams as necessary to address infrastructure and application issues
• Solve issues as efficiently and as accurately as possible in a team-oriented professional culture
• Schedule and perform server upgrades including post upgrade validation checks
• Managing Support Centre Tickets providing timely and detailed updates and closing/escalating/reassigning as necessary
• Writing and updating relevant procedural documentation in knowledge base systems

Requirements

• Bachelor’s degree in a related technical field or equivalent experience, certifications, and training
• 4+ years diagnosing and resolving endpoint security agent installation and operational issues (Microsoft Defender, CrowdStrike, SentinelOne) across servers, workstations, and AWS; guided deployments via third‑party tools and remediated interoperability conflicts and host performance problems.
• 2+ years of hands‑on troubleshooting for LAN/WAN networks, including TCP/IP, routers, switches, firewalls, SD‑WAN, and traffic mirroring.
• Intermediate level of professional experience or proficiency with Linux Operating Systems and familiarity with more complex CLI commands and troubleshooting tools
• Identity/hybrid: Azure AD/Entra ID basics, AAD Connect/Cloud Sync, Conditional Access/SAML/SSO integration
• Experience working with Active Directory, Windows File Services and Citrix Workspace/CVAD
• Diagnose API issues: HTTP errors, auth (OAuth2, JWT, HMAC), rate limits, timeouts, retries, idempotency, pagination, webhooks.
• Reproduce via Postman/cURL; inspect headers/payloads; correlate logs and traces
• Working knowledge of Windows Server and Desktop OS.
• Working experience with Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO and others.
• Strong understanding of APIs and web-based technologies.
• Basic–intermediate experience building AI skills, plugins/connectors, and MCP (Model Context Protocol) servers/adapters using Python/JavaScript, integrating REST APIs/OAuth2/webhooks, and packaging, testing, and documenting integrations for deployment.
• Comfortable and confident with working in a fast‑paced environment with shifting priorities
• Good communications skills (verbal and written)
• Ability to update technical documentation and document processes and prior experience with Knowledge base and ticketing systems
• Flexibility to work in a 24x7 shift based environment.

Bonus Points

• Basic to Intermediate level scripting experience in one or more languages (bash, python)
• CompTIA Linux+, Network+

This posting is for an existing vacancy

Work Location:

This is a hybrid position based in Waterloo, Ontario

Please note:

The interview process will include in-person interviews onsite at the eSentire office in Waterloo, Ontario

Compensation Range

The expected base salary range for this role is $75,000-$85,000 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 [e-mail] 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.