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. The Opportunity The Manager, Support Center is responsible for the delivery of eSentire Tier 1 & Tier 2 support services, supporting the monitoring, alerting, remediation, and escalation of issues impacting internal infrastructure, eSentire XDR platforms, eSentire’s Proprietary IP and 3rd partly network, endpoint & log services. The Manager, Support Center will work closely with various Tier 3 teams across the organization as well as third party vendors to ensure the seamless end-to-end delivery of support services and an exceptional client experience. This role will report to the Director, Support Operations. Who You Are The successful candidate will be a self-starter who leverages continuous improvement methodologies while providing technology leadership to help move the organization to the next level. This leadership role will work with multiple internal stakeholders to define processes and procedures, driving operational readiness for the support of both existing and new products and services. Responsibilities Work with stakeholders to develop and refine operational support models for the delivery of new or existing products and services. Develop processes and procedures to ensure consistent, timely resolution of work items. Oversee client technical support delivery and manage the escalation and resolution of day-to-day client issues. Work directly with various third parties to ensure seamless delivery of eSentire services. Oversee the development and maintenance of documentation related to processes and procedures. Develop KPIs and metrics to track and measure delivery and quality of support services. Responsible for the hiring, coaching, training, and ongoing career management of staff. Work with product and engineering teams for the resolution of day-to-day issues and to intake and support new products and services. What We Require 3 to 5 years’ experience leading and managing technical teams. Understanding of best practices and industry trends in the delivery of technical support services. Knowledge of monitoring and alerting protocols and their uses. Ability to identify and define operational requirements for the delivery of support services. Commitment to ensuring the delivery an exceptional customer experience. Excellent written and verbal communication skills including the ability to articulate technical topics in non-technical terms. Demonstrated attention to detail combined with a strategic approach to ensure services are delivered in accordance with eSentire standards. Ability to work in a fast-paced environment and manage multiple priorities. A continuous improvement mindset and collaborative style. Our Culture and Values 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! 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 comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization. Accommodation If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com 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. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. Show more Show less
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. Who You Are You are a detail-oriented technical professional with a positive attitude and excellent customer communication skills, both verbal and written. You have an analytical approach to problem-solving in the most efficient manner and can provide technical support to clients of all levels. You are open to finding innovative solutions that meet both the customer’s needs and those of our business. What You Are Great At You are a proactive self-starter who is comfortable interacting with stakeholders at various levels of the organization both internal and external and can take ownership of ensuring all work is completed thoroughly and accurately. You excel at communicating complex technical language and concepts with end customers of all levels. The successful candidate will demonstrate experience with networking concepts, Linux operating systems, command line operations and application support. Your Responsibilities A Support Center Analyst I will perform the following tasks Support a range of eSentire MDR offerings including but not limited to Endpoint and Network products/services Support and troubleshooting client inquiries/issues while: Identifying the underlying problem by analyzing the information/data related to the symptoms Documenting all troubleshooting steps and related results within our case and knowledge management systems Escalate issues that require Tier-2 support to the appropriate teams as necessary Field inquiries from a variety of internal teams Utilize and maintain knowledge and process articles Other duties and/or projects may be assigned as necessary. What We Require Exposure to and experience with the following Enterprise application support including endpoint technologies Networking; LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring Linux command line operations Working directly with clients in a technical capacity utilizing stellar verbal and written customer-focused communication skills. Analysis and problem-solving skills with a focus on root cause analysis Demonstrated attention to detail and a continuous improvement mindset Ability to work in a fast-paced environment and manage multiple priorities Nice To Have Exposure To And Experience With The Following Endpoint security solutions (ex: Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne) Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO & others Computer software and hardware, including desktop computers, servers, laptops, network devices, and peripherals. Our Culture and Values 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! 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 comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization. Accommodation If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com 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. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. Show more Show less
eSentire is dedicated to proactively identifying, investigating, and preventing cybersecurity threats before they evolve into business-disrupting incidents. With a foundation built on the principles of innovation and entrepreneurship, our organizational culture thrives on transparency, collaboration, and ongoing advancement. As a recognized leader in Managed Detection and Response, we safeguard the critical data and applications of over 2000 organizations across 80+ countries and 35 industries from both known and unknown cyber threats. As part of the People Team, we are in search of an accomplished HR Business Partner who embodies excellence, customer focus, and thrives in a rapidly growing and dynamic environment. We are looking for a strategic problem-solver with a strong emphasis on building relationships and inclusivity to drive results. You possess a diverse toolkit and experiences but acknowledge the unique challenges each organization presents. Balancing a results-oriented mindset with empathy, you prioritize active listening and comprehension. Operating with integrity and objectivity, you collaborate effectively with the business by first understanding its operations and enhancing your organizational acumen. Recognizing the importance of every individual, from senior leaders to new hires, you foster a culture that values both people and performance, maintaining strong business partner relations with credibility and trust. Reporting to the Chief People Officer, you will collaborate with a team of skilled HR professionals to support the organization during its high-velocity scale-up phase. Your responsibilities will involve engaging with senior leaders, managers, team leaders, and individual contributors across various teams within the business. From technical cybersecurity experts to dispersed engineering teams across EMEA and North America, you will provide adaptable HR support, wearing multiple hats and embracing the diversity of challenges each day brings. Key Responsibilities: - Prioritize supporting client groups in a responsive, customer-centric manner aligned with eSentire's objectives and the People organization's goals. - Manage customer relationships and expectations by demonstrating HR expertise in a calm and supportive manner. - Serve as the main point of contact, representing people programs such as performance acceleration, goal setting, compensation, and employee engagement. - Make data-driven decisions aligned with business objectives in partnership with leaders, finance, and the People team. - Offer strategic guidance and coaching to enhance HR capabilities within the leadership teams you support. - Handle Employee Relations matters discreetly, professionally, and with utmost confidentiality. - Apply HR best practices, legislative knowledge, and industry trends to provide professional guidance. - Support talent acquisition activities collaboratively to attract top talent in a competitive market. - Contribute to cross-functional projects such as audit/compliance activities, talent management, health & safety, and culture initiatives. Qualifications: - Minimum of 8 years of progressive HR experience, ideally in high-tech industries. - Post-secondary education in HR or Business is preferred, or equivalent combination of education and experience. - Experience with HRIS systems such as Ceridian Dayforce. - Strong knowledge of various HR functional areas including employee relations, compensation, performance management, and industry best practices. - Experience supporting teams across multiple countries, particularly India/APAC regions. - Proven ability to deliver in fast-paced environments, with excellent interpersonal and influencing skills. - Strong communication skills, attention to detail, analytical mindset, and problem-solving abilities. - Comfortable setting and achieving ambitious metrics, with the ability to articulate eSentire's value proposition effectively. - Patient, positive, and adaptable to a growing and changing scale-up environment. - Occasional travel may be required. eSentire fosters a culture of collaboration and innovation, where diverse perspectives are valued. We operate with mutual respect and inclusivity, believing that a variety of backgrounds and experiences make us stronger. We encourage all enthusiastic candidates to apply, even if they do not meet every qualification, as diversity is key to our success. We believe in recognizing performance by offering comprehensive benefits tailored to support your well-being. Our total rewards package includes health benefits, a flexible vacation plan, and participation in our equity program to share in the growth of the organization. If you require any accommodations during the recruitment process, please contact our HR team at aoda@esentire.com, and we will address your needs promptly. We value your unique talents and perspectives and look forward to collaborating to create a more inclusive future. At eSentire, we are committed to protecting our customers 24/7/365, extending the same dedication to job seekers. Throughout the application and interview process, all communication will be conducted from our corporate "@esentire.com" email addresses to ensure a welcoming, respectful, and thorough experience for candidates. #LI-VM1 #LI-Hybrid,