{"id":1682491,"url":"https://alion.io/job/esentire-support-center-analyst-ii","title":"Support Center Analyst II","company":{"id":58301,"name":"eSentire","domain":"esentire.com","url":"https://alion.io/company/esentire","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":89000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":77},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Crowdstrike","optional":false},{"name":"JavaScript","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SentinelOne","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-11T04:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-21T07:24:27Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"About eSentire\neSentire is a leader in Controlled Autonomy SecOps, protecting 2,000+ organizations across 35+ industries around the world. Founded in 2001, the company’s Controlled Autonomy SecOps operating model pairs agentic AI operatives with engineered human-judgment controls, delivering expert-depth security outcomes at machine speed without ceding accountability to opaque automation. Powered by the unified agentic AI Atlas Platform, eSentire’s Atlas AI + 24/7 expert human SOC coverage delivers offensive capabilities that preempt exposures before attackers do, detect, and respond to stop threats in real time.\nWe protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—and we're looking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry. \nAbout the Role:\nThe Support Centre is responsible for providing 24x7x365 monitoring and operational support of our Managed Detection and Response service delivery infrastructure and our internal corporate IT systems. Support Center Analysts triage, investigate, resolve or escalate a wide range of service and network issues supporting our Customers, SOC, TAM and Onboarding teams globally. \nThe desired candidate is customer focused and detail oriented with strong network & endpoint troubleshooting skills, Cloud & identity configurations as well as API troubleshooting skills, demonstrates excellent performance in high volume/ high-pressure situations.\nThis role will report to the Manager, Support Center within our Support Operations organization and will function as an experienced analyst and mentor for Support Center Analyst 1.\nResponsibilities:\nProvide phone and ticket support to customers with the goal of first touch resolution \nProvide continuous monitoring of all services, alerts and critical systems and respond appropriately to ensure continuous and uninterrupted availability of resources \n Troubleshoot and remediate anomalies, patterns or incidents that may affect the availability, stability, performance or capacity of critical systems and services \nRespond to queries and conduct investigations on behalf of Security Operations and other client facing teams, often in real-time \nWork closely with other internal and external support teams as necessary to address infrastructure and application issues\nSolve issues as efficiently and as accurately as possible in a team-oriented professional culture \nSchedule and perform server upgrades including post upgrade validation checks \nManaging Support Centre Tickets providing timely and detailed updates and closing/escalating/reassigning as necessary \nWriting and updating relevant procedural documentation in knowledge base systems\n\nRequirements:\nBachelor’s degree in a related technical field or equivalent experience, certifications, and training\n4+ years diagnosing and resolving endpoint security agent installation and operational issues (Microsoft Defender, CrowdStrike, SentinelOne) across servers, workstations, and AWS; guided deployments via third-party tools and remediated interoperability conflicts and host performance problems.\n2+ years of hands-on troubleshooting for LAN/WAN networks, including TCP/IP, routers, switches, firewalls, SD-WAN, and traffic mirroring.\nIntermediate level of professional experience or proficiency with Linux Operating Systems and familiarity with more complex CLI commands and troubleshooting tools\nIdentity/hybrid: Azure AD/Entra ID basics, AAD Connect/Cloud Sync, Conditional Access/SAML/SSO integration\nExperience working with Active Directory, Windows File Services and Citrix Workspace/CVAD\nDiagnose API issues: HTTP errors, auth (OAuth2, JWT, HMAC), rate limits, timeouts, retries, idempotency, pagination, webhooks.\nReproduce via Postman/cURL; inspect headers/payloads; correlate logs and traces\nWorking knowledge of Windows Server and Desktop OS.\nWorking experience with Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO and others.\nStrong understanding of APIs and web-based technologies.\nBasic–intermediate experience building AI skills, plugins/connectors, and MCP (Model Context Protocol) servers/adapters using Python/JavaScript, integrating REST APIs/OAuth2/webhooks, and packaging, testing, and documenting integrations for deployment.\nComfortable and confident with working in a fast-paced environment with shifting priorities \nGood communications skills (verbal and written) \nAbility to update technical documentation and document processes and prior experience with Knowledge base and ticketing systems \nFlexibility to work in a 24x7 shift based environment.\n\nBonus Points:\nBasic to Intermediate level scripting experience in one or more languages (bash, python)\nCompTIA Linux+, Network+\n\nThis posting is for an existing vacancy\nWork Location: This is a hybrid position based in Waterloo, Ontario\nPlease note: The interview process will include in-person interviews onsite at the eSentire office in Waterloo, Ontario\n\nCompensation Range\nThe expected base salary range for this role is $75,000-$85,000 CAD. This range is for the primary location for which the job is posted. Actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, skills, and internal equity.\n\nOur Culture and Values\nWe celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.\n\nTotal Rewards\nWe believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes:\nWe reward strong performance through role-specific incentive programs, including either an annual bonus program or a competitive commission plan\nCompetitive benefit program\nPaid parental leave\nMatching RRSP or 401K program\nCompetitive employee referral bonus\nArtificial Intelligence (AI) Notice:\nAs part of our recruitment process, eSentire may use Artificial Intelligence (AI) tools to assist recruiters with reviewing and summarizing application materials. All candidate evaluations and hiring decisions are made by members of our hiring team\nAccommodationIf 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. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.\nIt's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate \"@esentire.com\" email addresses, never from a public email address.","description_format":"text","description_chars":7143,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Parental leave"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T09:49:31Z"}],"visa":[],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.524,"p_room":0.9,"age_days":40,"expected_fill_days":89,"reasons":["conf:2","agency","velocity","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/esentire-support-center-analyst-ii","json_url":"https://alion.io/job/esentire-support-center-analyst-ii.json","meta":{"generated_at":"2026-10-21T07:56:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11327,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58301},"rest":"https://alion.io/mcp/rest/get_company?id=58301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fesentire-support-center-analyst-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fesentire-support-center-analyst-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fesentire-support-center-analyst-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/esentire-support-center-analyst-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fesentire-support-center-analyst-ii"}]}