About eSentireeSentire 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.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.

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 escape 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-pressure 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.

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 Work closely with other internal and external support teams as necessary to address infrastructure and application issues 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 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 ~ Experience working with Active Directory, Windows File Services and Citrix Workspace/CVAD ~ 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 ~ 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 setting.

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

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We reward strong performance through role-specific incentive programs, including either an annual bonus program or a competitive commission plan Competitive benefit programPaid parental leaveMatching RRSP or 401K programCompetitive 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. 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. #

📌 Information Technology Support Technician (Ontario)
🏢 eSentire
📍 Ontario