Support Center Analyst II

About eSentire

eSentire 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.

We protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—andwe'relooking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.

About the Role:

The 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 elevate a wide range of service and network issues supporting our Customers, SOC, TAM and Onboarding teams globally.

The 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.

This 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.

Responsibilities:

• Provide phone and ticket support to customers with the goal of first touch resolution
• Provide continuous monitoring of all services, alerts and critical systems and respond appropriately to ensure continuous and uninterrupted availability of resources
• Troubleshoot and remediate anomalies, patterns or incidents that may affect the availability, stability, performance or capacity of critical systems and services
• Respond to queries and conduct investigations on behalf of Security Operations and other client facing teams, often in real-time
• Work closely with other internal and external support teams as necessary to address infrastructure and application issues
• Solve issues as efficiently and as accurately as possible in a team-oriented professional culture
• Schedule and perform server upgrades including post upgrade validation checks
• Managing Support Centre Tickets providing timely and detailed updates and closing/escalating/reassigning as necessary
• Writing and updating relevant procedural documentation in knowledge base systems

Requirements:

• Bachelor’s degree in a related technical field or equivalent experience, certifications, and training
• 4+ 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.
• 2+ years of hands‑on troubleshooting for LAN/WAN networks, including TCP/IP, routers, switches, firewalls, SD‑WAN, and traffic mirroring.
• Intermediate level of professional experience or proficiency with Linux Operating Systems and familiarity with more complex CLI commands and troubleshooting tools
• Identity/hybrid: Azure AD/Entra ID basics, AAD Connect/Cloud Sync, Conditional Access/SAML/SSO integration
• Experience working with Active Directory, Windows File Services and Citrix Workspace/CVAD
• Diagnose API issues: HTTP errors, auth (OAuth2, JWT, HMAC), rate limits, timeouts, retries, idempotency, pagination, webhooks.
• Reproduce via Postman/cURL; inspect headers/payloads; correlate logs and traces
• Working knowledge of Windows Server and Desktop OS.
• Working experience with Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO and others.
• Strong understanding of APIs and web-based technologies.
• Basic–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.
• Comfortable and confident with working in a fast-paced environment with shifting priorities
• Good communications skills (verbal and written)
• Ability to update technical documentation and document processes and