Technical Solutions Specialist

About eSentire: eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can't find a solution, you build it. And today, that means pioneering the future of AI-powered security. At eSentire, we're building a cutting-edge AI Security Operations Platform that will amplify human expertise, not replace it, creating a workplace where innovation meets impact. Our culture is based on transparency, teamwork, and continuous innovation, where your ideas can shape how AI and human intelligence work together to outsmart cyber adversaries. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—and we're looking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.

About the position

Join our growing team of industry leading technical professionals as a Technical Solutions Specialist, where you will provide Tier-2 escalation support for eSentire’s Managed Detection and Response (MDR) offerings. eSentire’s multi-signal MDR offerings ensure customers remain protected from active threats 24x7. As a Technical Solutions Specialist, when issues arise and our clients reach out for support, you will be responsible for ensuring they receive industry leading support and that they remain in a healthy operational state throughout their partnership with eSentire. You will raise complex issues internally for collaborative solutions as well as escalate any to the appropriate teams, as needed. You will also be required to maintain stellar customer-facing communications and regular timely updates, as well as updating knowledge articles when solutions are not previously documented. As a Technical Solutions Specialist, you will have the opportunity to grow your career in a dynamic and rapidly expanding company and offers a competitive salary and benefits package, as well as access to cutting-edge technology and ongoing training opportunities. This role reports to the Manager of Support Center.

Responsibilities

Support our clients’ inquiries and issues related to eSentire’s MDR offerings, such as Network products, Endpoints, Portal Integrations, and API products/services by identifying the underlying problem and analyzing the information related to the symptoms. Work directly with clients on live troubleshooting calls, guiding them in real time through diagnostic and remediation steps to resolve urgent issues. Find solutions that align with both our business requirements and our client’s interest, focusing on the client experience and quality of service. Escalate complex issues to the appropriate internal/external teams for further assistance. Collaborate with cross-functional teams to support customer issues and inquiries. Document all troubleshooting and research steps including related results. Provide technical guidance and support with implementation and feasibility inquiries along with sharing industry standard best practices and recommendations with stakeholders and leaders Contribute to our knowledge management system by creating and maintaining knowledge and process articles. Perform other duties and/or projects as assigned.

Requirements

5+ years of Information Technology experience in enterprise technical support. Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience. Strong understanding of networking technologies such as LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring including experience with Linux command line operations. Experience supporting and troubleshooting enterprise applications, including endpoint technologies. Experience troubleshooting API integrations and web-based service connectivity. Excellent customer-focused communication skills, both verbal and written. Strong problem-solving skills with a focus on root cause analysis. Attention to detail with a commitment to continuous improvement. Ability to work efficiently in a fast-paced environment and handle multiple priorities.

Nice to have

Exposure to and experience with the following: Virtualization (VMware, Hyper-V, or similar), including deploying VMs, adding disks, creating and configuring virtual switches AWS – navigating the console, deploying AMIs, and understanding AWS networking (availability zones, internet gateways, ENIs) Familiarity with enterprise software deployment tools such as SCCM, Endpoint Manager, Intune, GPO and others. REST API troubleshooting and integration debugging.

Work Location

If the successful candidate is located within 50 km of our Waterloo, Ontario office, this role will follow a hybrid schedule: work from home on Mondays and Fridays, and work onsite Tuesday through Thursday. Candidates residing more than 50 km from the office will work fully remote.

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: 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.