Technical Solutions Specialist

eSentire • Waterloo, ON

2d • Hybrid

About The Position

Join our growing team of industry leading technical professionals as a Technical Solutions Specialist, where you will provide Tier-2 escalation support for eSentire’s Managed Detection and Response (MDR) offerings. eSentire’s multi-signal MDR offerings ensure customers remain protected from active threats 24x7. As a Technical Solutions Specialist, when issues arise and our clients reach out for support, you will be responsible for ensuring they receive industry leading support and that they remain in a healthy operational state throughout their partnership with eSentire. You will raise complex issues internally for collaborative solutions as well as escalate any to the appropriate teams, as needed. You will also be required to maintain stellar customer-facing communications and regular timely updates, as well as updating knowledge articles when solutions are not previously documented. As a Technical Solutions Specialist, you will have the opportunity to grow your career in a dynamic and rapidly expanding company and offers a competitive salary and benefits package, as well as access to cutting-edge technology and ongoing training opportunities. This role reports to the Manager of Support Center.

Requirements

• 5+ years of Information Technology experience in enterprise technical support.
• Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience.
• Strong understanding of networking technologies such as LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring including experience with Linux command line operations.
• Experience supporting and troubleshooting enterprise applications, including endpoint technologies.
• Experience troubleshooting API integrations and web-based service connectivity.
• Excellent customer-focused communication skills, both verbal and written.
• Strong problem-solving skills with a focus on root cause analysis.
• Attention to detail with a commitment to continuous improvement.
• Ability to work efficiently in a fast-paced environment and handle multiple priorities.

Nice To Haves

• Virtualization (VMware, Hyper-V, or similar), including deploying VMs, adding disks, creating and configuring virtual switches
• AWS – navigating the console, deploying AMIs, and understanding AWS networking (availability zones, internet gateways, ENIs)
• Familiarity with enterprise software deployment tools such as SCCM, Endpoint Manager, Intune, GPO and others.
• REST API troubleshooting and integration debugging.

Responsibilities

• Support our clients’ inquiries and issues related to eSentire’s MDR offerings, such as Network products, Endpoints, Portal Integrations, and API products/services by identifying the underlying problem and analyzing the information related to the symptoms.
• Work directly with clients on live troubleshooting calls, guiding them in real time through diagnostic and remediation steps to resolve urgent issues.
• Find solutions that align with both our business requirements and our client’s interest, focusing on the client experience and quality of service.
• Escalate complex issues to the appropriate internal/external teams for further assistance.
• Collaborate with cross-functional teams to support customer issues and inquiries.
• Document all troubleshooting and research steps including related results.
• Provide technical guidance and support with implementation and feasibility inquiries along with sharing industry standard best practices and recommendations with stakeholders and leaders
• Contribute to our knowledge management system by creating and maintaining knowledge and process articles.
• Perform other duties and/or projects as assigned.

Benefits

• 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: Mid Level