Security Specialist

Founded in 2001 and headquartered in Waterloo, Ontario, eSentire is a global leader in eSentire, the Authority in Managed Detection and Response (MDR), protects the critical data and applications of 2000+ organizations in 80+ countries across 35 industries from known and unknown cyber threats by providing Exposure Management, Managed Detection and Response and Incident Response services designed to build an organization's cyber resilience & prevent business disruption.

Founded in 2001, eSentire protects the world's most targeted organizations, with 65% of its global base recognized as critical infrastructure, vital to economic health and stability. By combining open XDR platform technology, 24/7 threat hunting, and proven security operations leadership, eSentire's award‑winning MDR services and team of experts help organizations anticipate, withstand and recover from cyberattacks.

eSentire’s Security Operations Centre (SOC) organized into three specialized service delivery teams (Customer Excellence, Investigations, and Incident Response) working in close partnership with AI SOC Innovation, which builds and operates eSentire’s unified AI-first investigation platform. The SOC delivers services to customers worldwide on a 24x7 basis and is trusted by organizations globally to detect and respond to cyber threats and protect them from business disruption.

The Customer Excellence team is the primary frontline for eSentire’s customers. It provides 24x7 live support, runs escalations and outreach for complex or sensitive situations, and drives the enablement and QA programs that keep the SOC’s people, process, and tools continuously improving.

The Security Specialist is a senior individual contributor and a trusted expert. You are deeply technical, fully immersed in eSentire’s offerings, and quick to spot a process or tool that doesn’t work as efficiently or accurately as it could. Colleagues, customers, and partner teams count on your judgment.

You build the content and automated case playbooks that make the team faster, diagnose problems, and carry feedback to teams across eSentire. You also take part in live support, lead complex and sensitive escalations and named-resource engagements, and audit and coach on support quality. Specialists provide key support in escalated situations.

This role reports to a Security Lead or Security Manager

Responsibilities may evolve over time to meet changing business priorities and operational requirements.

• Take part in live support, picking up the technical and high-impact cases that need your depth and acting as an expert resource for the shift.
• Lead complex or sensitive customer escalations and named-resource engagements as needed.
• Own escalated situations and high-stakes conversations, representing the SOC.
• Take handoffs from Senior Security Analysts when an escalation needs deeper expertise and explain why it moved so the next one is handled earlier.
• Contribute to After Action Reviews and RCAs for the escalations you led, including the underlying gaps and proposed fixes.

• Build and deliver content (training, knowledge base articles, guides) that improves customer support outcomes.
• Design automated case playbooks that speed up resolution and reduce touchpoints for customers, in partnership with SOC Innovation. Validate the content works for the people who use it and revise when it doesn’t.
• Perform high-level troubleshooting and diagnostic review to identify issues in services, tooling, and processes, and trace them to root cause.
• Work cross-functionally to report issues, shape and help develop new…