Director, Support Center

eSentire•Waterloo, ON

47d•$145,000 - $180,000•Hybrid

About The Position

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. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats. Why this role exists The Support Center is the front door to our customers. This is the place where urgency, clarity, and trust are won or lost in real time. Today, our Support Center is a capable, globally distributed team handling a wide range of technical and operational requests. Tomorrow, it needs to become a high-performance, intelligence-driven engine that resolves more, escalates less, and actively improves the systems around it. This hybrid role is based in Waterloo, Canada.

Requirements

Proven experience leading global technical support or MDR/SOC environments
Deep understanding of incident-driven, high-urgency customer operations
Track record of reducing escalation dependency through frontline enablement
Strong systems thinker — able to connect tooling, process, and people into a cohesive operation
Experience working cross-functionally with Engineering, Product, and Customer Success
Comfort with ambiguity and a bias toward action — you build structure where it doesn’t exist

Nice To Haves

Experience leveraging automation and AI to improve support operations is a major plus

Responsibilities

Global operations leadership
Lead a distributed team across Canada, Ireland, and India
Ensure 24x7 coverage, workload balance, and SLA adherence
Drive consistency in performance, process, and customer experience across regions
Frontline excellence
Evolve the Support Center from a triage center to a meaningful resolution engine
Reduce dependency on escalations to Technology Services and Engineering
Improve first-contact resolution and time-to-resolution
Institutionalize a performance culture
Define what “great” looks like and enforce it
Build rigorous QA systems (case audits, call reviews, knowledge adherence)
Hold the line on standards while developing top talent
Escalation & cross-functional alignment
Own escalation pathways across Support Center, Technical Services, Engineering, and vendors
Eliminate ambiguity in “who owns what”
Drive tighter feedback loops from ServiceNow/JIRA, incidents, and customer issues into product and engineering improvements
Tooling & automation strategy
Lead the expansion of monitoring capabilities from network-focused health checks to comprehensive signal source monitoring across all MDR services
Drive adoption of AI and automation to reduce manual work and improve response times
Knowledge & capability development
Build a structured knowledge system that enables analysts to solve more independently as the product portfolio expands
Rapidly expand Support Center capability in network sensors, endpoint, and platform troubleshooting to support new product introductions
Champion a culture of continuous learning and formalize training, shadowing, and certification paths that enable the team to quickly adopt and support new products and services
Organizational design
Evolve the A1 / A2 model into a clearly differentiated, scalable tiering system
Define career paths, skill expectations, and progression criteria
Align Support Center and Technical Services for maximum efficiency