Support Center Analyst I

eSentire

7d • $70,000 - $80,000

About The Position

The Support Center Analyst I is part of a team of technical professionals providing tier-1 support for eSentire's Managed Detection and Response (MDR) offerings. The role provides front-line assistance to clients and helps keep related products and services in a healthy operational state throughout the customer relationship. The analyst works cross-functionally and escalates issues to appropriate teams when needed. This position reports to the Manager, Support Center within Support Operations.

The successful candidate is a detail-oriented technical professional with strong verbal and written customer communication skills and an analytical approach to problem-solving. The role involves supporting customers with varied technical backgrounds, communicating complex concepts clearly, and finding practical solutions that address customer and business needs. Experience with networking concepts, Linux operating systems, command-line operations, and application support is relevant to the work.

Requirements

• At least 2 years of Information Technology experience in a Technical Customer Support role.
• Bachelor's degree in Computer Science or Information Technology, or equivalent hands-on experience.
• A passion for exceptional customer service and a proven track record of resolving technical issues.
• Good analytical and problem-solving skills, with a focus on root cause analysis.
• Computer software and hardware support experience, including desktop computers, servers, laptops, network devices, and peripherals.
• Experience with Service Management or IT Helpdesk ticketing and case management systems.
• Experience with enterprise application support technologies.
• Solid understanding of networking fundamentals, including LAN, WAN, TCP/IP, routers, switches, firewalls, SD-WAN, and traffic mirroring.
• Basic Linux command-line operation experience.
• Demonstrated attention to detail and a continuous improvement mindset.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong verbal and written customer communication skills and the ability to communicate complex technical concepts to end customers.
• Ability to interact with internal and external stakeholders at various organizational levels and take ownership of completing work thoroughly and accurately.

Nice To Haves

• Exposure to or experience supporting endpoint security solutions such as Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne.
• Exposure to or experience with enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, and GPO.
• Exposure to or experience with IT monitoring or observability tools.
• Basic awareness of APIs and web-based technologies.

Responsibilities

• Handle customer enquiries and internal cases in the case management system, communicating directly with clients.
• Provide first-contact-resolution phone support by handling inbound enquiries, resolving customer cases during calls, and performing outbound escalations.
• Support eSentire MDR offerings, including Endpoint, Network, Cloud, and API products and services.
• Perform initial triage and categorization of client issues across Endpoint, Portal, Integration, and API service types.
• Troubleshoot client inquiries and issues by analyzing symptoms and related information to identify underlying problems.
• Document troubleshooting steps and results in case and knowledge management systems.
• Escalate issues requiring Tier-2 support to appropriate teams.
• Liaise with vendor support teams.
• Field inquiries from a variety of internal teams.
• Use and maintain knowledge and process articles.

Benefits

• Role-specific incentive programs, including either an annual bonus program or a competitive commission plan.
• Competitive benefit program.
• Paid parental leave.
• Matching RRSP or 401K program.
• Competitive employee referral bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level