Posted Monday, March 30, 2026 at 4:00 AM About eSentire 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. What you’ll own You will have end-to-end ownership of the global Support Center function, including: 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 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 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 What success looks like (first 90 days) 30 Days — Understand & Stabilize Build a clear view of ticket flows, escalation patterns, and workload distribution Identify top drivers of volume, delays, and escalations Establish credibility with regional leaders and cross-functional partners Begin tightening operational hygiene (ticket quality, SLA adherence, queue discipline) 60 Days — Drive Focus & Accountability Implement consistent KPIs across regions (FCR, MTTR, escalation rate, backlog health) Introduce structured QA and case review processes Identify and begin executing on 2–3 high-impact improvements (e.g., alert noise reduction, escalation clarity) Clarify roles between Support Center and Technical Services 90 Days — Transform & Scale Deliver measurable reduction in escalation volume and resolution time Roll out a clear tiering and capability roadmap for A1/A2 evolution Establish Support Center as a proactive contributor to product and service improvement What we’re looking for (A-Player profile) 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 Experience leveraging automation and AI to improve support operations is a major plus Hiring Status: Immediate Need (Existing Vacancy) Work Location This role requires a hybrid work arrangement at our Waterloo, Ontario office: Onsite : Tuesday through Thursday Flexible : Mondays and Fridays (onsite or remote) Compensation Range The expected base salary range for this role is $145,000 to $180,000 CAD with the potential for a 20% performance-based bonus. 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. Your Talent Acquisition Specialist can speak to you more about the range and where you may fall within it based on your location and these factors. Our Culture and Values We 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. Total Rewards We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes: Full benefits: medical, dental, vision, life insurance, and paid parental leave Matching RRSP program Flexible vacation program Annual Lifestyle Spending Account Professional development subsidies and certification support Competitive employee referral bonus Accommodation 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. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future. It'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. #J-18808-Ljbffr