Become a Technical Support Analyst with eSentire in Waterloo, Ontario, and play a vital role in delivering tier-1 support for managed detection and response services. You will ensure operational health for our diverse client base while resolving technical inquiries with a customer-centric approach. In this hybrid role, candidates will leverage 2+ years of technical support experience and strong analytical skills in a collaborative environment. Your focus will include resolving client issues and liaising with internal teams to enhance our services. As a proactive communicator, you'll interpret complex technical concepts for wide-ranging stakeholders. Key Responsibilities:

- Handle customer inquiries using our case management system
- Provide First Contact Resolution via phone support




- Support eSentire MDR offerings including Endpoint and Cloud services
- Perform triage and categorize client issues efficiently
- Document troubleshooting steps in case management systems

Requirements:

- 2+ years in Technical Customer Support
- Bachelor’s degree in Computer Science or equivalent
- Passion for exceptional customer service
- Strong analytical and problem-solving skills
- Basic Linux command line operation experience

Utilize your technical support and analytical skills to enhance eSentire's service delivery for valued clients. #J-18808-Ljbffr

📌 Technical Support Analyst at eSentire (Ontario)
🏢 eSentire
📍 Ontario