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Senior customer support analyst

Esentire Inc.

This is a Full-time position in Waterloo, QC posted May 14, 2019.

Wednesday, May 1, 2019 eSentire® is the global leader in Managed Detection and Response (MDR), keeping organizations safe from cyber attacks that technology alone cannot prevent.

Our 24×7 Security Operations Center (SOC), staffed by elite security analysts, hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events.

We want to cut through the hype and overblown claims surrounding AI and ML to help our customers successfully tackle their biggest challenges utilizing human expertise at machine scale.

We value each person’s unique contribution, so if you love to solve difficult problems together eSentire is the place for you.

eSentire has been recognized in Deloitte’s Technology Fast 50™  and Fast 500™, Canada’s Top Small and Medium Employers, and Gartner’s Market Guide for Managed Detection and Response.

For more information, visit and follow @eSentire.

Role Overview The Security Operations Centre provides front line support to Clients worldwide for our comprehensive internet security solutions.

The successful candidate will be responsible for leading advanced investigations and coordinating critical security issues within the Security Operations Center and Customer Care team.

As a Senior Analyst in Customer Care, you will excel in a dynamic and highly demanding environment.

This individual is expected to be able to effectively manage technical investigations and support the delivery of meaningful, accurate results for both internal and external customers in a dependable and targeted manner.

Time management and in-depth knowledge of all internal and many external products and services are imperative to success.

The candidate will report to the Manager, SOC Customer Care.

Responsibilities Provide email and phone support for client requests or incidents in the SOC, taking ownership of in-depth investigations, network forensics, or other senior level tasks.

Prioritize criticality of internal and external requests based on potential impact to customer environments or satisfaction.

Act as subject matter expert for analysts for eSentire’s product and services portfolio.

Identify gaps in processes and procedures, defining solutions and supporting implementation to promote consistency in service delivery.

Provide mentorship as needed for the Customer Care team.

Attend or lead periodic security reviews with clients as required.

Work closely with Customer Engagement and Customer Success teams to support customer calls or assist in addressing customer objectives.

Contribute to the training and coaching of analysts on the Customer Care team.

Qualifications College and or University Degree in Computer Science, Computer Security or related discipline.

Background in Information Security and/or other relevant IT functions.

SSCP, CEH, CCNA, GSEC, OSCP, Network+, Security+, or ITIL Foundation/Intermediate certifications are an asset.

Analytical mind and a desire to investigate, prioritize and manage a variety of network alerts.

Network/Information Security/Forensics analysis background with the sense to recognize and prioritize critical security incidents.

Deep understanding of application layer protocols, with additional understanding of OSI model.

Strong problem solving and critical thinking skills, with a desire to dissect complex, new and undocumented situations to find a solution.

Previous experience working in a Linux based environment is an asset.

Strong attention to detail and a commitment to quality service.

Strong written and verbal communication skills.

Ability to work in a fast-paced and deadline-driven environment.

Previous SOC experience is an asset.

Demonstrates a deep understanding of computer security issues (through certifications or demonstrated work experience).

Demonstrates a deep understanding of eSentire’s available toolset and capable of using it to perform advanced digs & queries.

Wireshark hands-on experience.

Willingness and ability to learn.

Why a Career with eSentire?

Our Culture: At eSentire we work in a collaborative and innovative work environment.

We work with brilliant and passionate people who strive and encourage others to do their best.

eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!

Growth Opportunities: At eSentire you will have the opportunity to grow and make an impact from your work.

We encourage innovation in all who become a part of our team.

With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire.

We’re strong believers in continuing education and provide the resources that you need to continue learning.

Employee Perks: Every day we provide free breakfast and refreshments, flexible hours, half day off birthdays, concierge services, RRSP matching program, subsidies for continuing education and health and wellness and attractive compensation and benefit plans.

We make it our obligation to the team here to stay current with compensation trends in the tech field.

We thank all applicants in advance for applying.

Only individuals selected for interviews will be contacted.

eSentire is committed to creating a fair work environment that is aligned with the Accessibility for Ontarians with Disabilities Act (AODA).

We guarantee equal treatment and provide opportunities regardless of race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these basis.

If you have any accessibility requirements during the recruitment process, please reach out to our HR team at and any accommodation needs will be addressed upon request.

Other details Pay Type Salary