Technical Support Analyst at eSentire

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 varied 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.