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Added 8 mins ago
TM
Manager, New Product Introduction
Trudell Medical International
London, ON
- Full-time
Added 8 mins ago
TM
Manager, Engineering - Design Support & Sustaining
Trudell Medical International
London, ON
- Full-time
Professional Engineer (P. Eng.) designation is an asset
Added 10 mins ago
M
Technical Architect
Mphasis
Toronto, ON
- Contract
Google Cloud Professional Machine Learning Engineer
Added 12 mins ago
II
Support and Integration Engineer
Isograd Inc.
Remote, Canada
- Full-time
- Remote
The Support and Integration Engineer is a technical, customer-facing role that bridges customer support, product and development teams. This person will be the go-to resource for resolving…
Added 12 mins ago
BT
Account Executive - Full-Cycle (North America)
Botpress Technologies Inc.
Montreal, QC
- Full-time
…accounts you've picked. You'll have a dialer, a CRM, a Solutions Engineer, and a lot of room to decide how you…
Added 12 mins ago
Senior AI Engineer
Charger Logistics Inc
Brampton, ON
We are looking for a highly motivated Sr. AI Engineer to join our team based out of our Brampton office and contribute to the development of AI-driven solutions for various departments.…
Added 12 mins ago
Procurement Engineer Coordinator
PCL Construction
Edmonton, AB
As a Procurement Engineer Coordinator for PCL Industrial Constructors Inc. in Edmonton, Alberta (Industrial), you'll have the opportunity to assists project manager(s) with overall…
Added 12 mins ago
A
Information Technology - Lead Analytics Engineer, Distribution Technology
Aritzia
Vancouver, BC
- Full-time
…analysis, reporting, and data science. As the Lead Analytics Engineer, you will support and enable the business, apply data modeling expertise, and become the data domain go-to person. With…
Added 25 mins ago
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Field Service Engineer
Ecolab
Calgary, AB
- Full-time
The Field Service Engineer supports customers globally and reports to the Manager, Field Service Operations. The Field Service Engineer is responsible for aspects of deployments,…
Added 25 mins ago
O
Cloud Engineer
OpsGuru
Canada
- Contract
Role Title: Senior GCP Platform Enablement Engineer
Added 25 mins ago
IR
Senior Analog IC Design Engineer - Canada
IC Resources
Ottawa, ON
- $120,000 to $200,000 CAD / year
- Full-time
This is a new opportunity for a Senior Analog IC Design Engineer with SerDes experience to join a brand-new team based in Ottawa, Canada, part of one of Europe’s fastest-growing…
Added 25 mins ago
P&
Architecte de données / Data Architect
Pratt & Whitney
Longueuil, QC
- Full-time
Added 25 mins ago
PG
Full Stack Engineer
Pacer Group
Toronto, ON
- $55 to $60 CAD / hour
- Contract
Added 25 mins ago
QW
SRE/ Platform Engineer
Quantum World Technologies Inc.
ON · Ontario, Canada
- Contract
Seeking a hands-on engineer to drive the reliability | automation and modernization of the enterprise JAMS workload automation platform. The role combines JAMS platform expertise with…
Added 25 mins ago
ZS
Artificial Intelligence Engineer
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Added 27 mins ago
Lead Software Engineer
Capgemini
Mississauga, ON
4. The software engineer builds skills and expertise of his or her software engineering discipline to reach standard software engineer skills expectations for the applicable role as defined…
Added 27 mins ago
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Product Manager
Vasco
Remote, Canada
- Full-time
- Remote
Experience. You bring 5+ years of relevant product experience in B2B software. Adjacent paths, such as engineer or designer turned PM, count when the product calls were yours.
Added 37 mins ago
SP
Professor, Part-Time
Seneca Polytechnic
Toronto, ON · North York, ON
- Part-time
Professional Engineer (P.Eng.) designation is considered a strong asset, particularly for candidates with experience applying AI in engineering or technology environments.
Added 37 mins ago
KG
Senior Water Resources Engineer
KGS Group
Mississauga, ON
- Full-time
We are looking for a Senior Water Resources Engineer to join our Water Resources Department in our Mississauga office. In this role you will be working alongside industry leaders that have…
Added 37 mins ago
GS
Artificial Intelligence Engineer
Gala Solutions
Montreal, QC
- Contract
Added 40 mins ago
B
Account Executive - Full-Cycle (North America)
Botpress
Montreal, QC
- Full-time
…accounts you've picked. You'll have a dialer, a CRM, a Solutions Engineer, and a lot of room to decide how you…
Added 40 mins ago
CL
Senior AI Engineer
Charger Logistics Inc.
Brampton, ON
- Full-time
We are looking for a highly motivated Sr. AI Engineer to join our team based out of our Brampton office and contribute to the development of AI-driven solutions for various departments.…
Added 40 mins ago
C
Bldg Engineer
CBRE
AB · Edmonton, AB
- Full-time
As a CBRE Building Engineer, you will be responsible for monitoring, maintaining and repairing building system operations and the performance of various areas including plumbing,…
Added 56 mins ago
I(
Senior Aeronautical Structural Engineer
ITPS (Canada) LTD
London, ON
- Full-time
ITPS Canada is seeking an experienced Senior Aeronautical Structural Engineer to support the design, development, modification, and certification of aircraft and airborne systems across a…
Added 1 hour ago
SG
Senior Solution Designer
SRA Group
NB · New Brunswick, Canada
- $85 to $90 CAD / hour
- Contract
Microsoft Certified: Fabric Analytics Engineer Associate

Fortra

Director, Technical Support - Cybersecurity

Canada

Expected Compensation: CAD $180,000 - $240,000 · Full-time

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Job details

Pay: Expected Compensation: CAD $180,000 - $240,000
Job type: Full-time
Posting language: English
Posted: Oct 6, 2026

Original job description

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

In this role, you will lead the global Cybersecurity Technical Support organization, accountable for delivering responsive, scalable, and high-quality support across on-prem, hybrid, SaaS, and managed services environments. You will set the strategy, operating model, and performance standards needed to improve customer experience, accelerate issue resolution, reduce backlog aging, and prevent recurring issues.

You will lead and develop a high-performing global team while partnering closely with Product, Engineering, Professional Services, Customer Success, and Managed Services to resolve complex customer issues and turn customer feedback into measurable improvements. You will also drive the responsible adoption of AI, automation, analytics, and self-service capabilities to improve responsiveness, strengthen proactive support, and enable support teams and customers to resolve issues more effectively.

What You'll Do

Leadership & Strategy

Develop and implement the vision, strategy, and roadmap for the Cybersecurity Technical Support organization in alignment with company goals.
Lead, mentor, and manage a global team of technical support engineers, managers, and specialists.
Drive operational excellence through the adoption of best practices, metrics, and continuous improvement processes.
Collaborate with product, engineering, and customer success teams to ensure customer feedback informs product development and enhancements.

Operations Management

Own the performance and health of the Technical Support organization, including SLA attainment, first-response time, time to resolution, backlog volume and aging, customer satisfaction, support cost efficiency, and reduction of recurring customer issues. Establish clear performance targets, review trends regularly, and lead corrective actions when results are below expectations.
Establish an effective follow-the-sun support model that provides clear ownership, consistent customer experience, and seamless handoffs across teams, regions, and support tiers. Ensure the organization has the skills, coverage, tools, and operating discipline needed to meet customer commitments and support business growth.
Own and manage escalation processes to handle high-priority or complex incidents in a timely and effective manner.
Design and manage a follow the sun, 24x7 support model, ensuring around the clock availability with seamless ticket handoff.
Implement and maintain a knowledge base to empower both customers and support staff with self-service options.

Customer Advocacy

Act as a voice of the customer, championing their needs within the organization.
Partner with Product and Engineering to identify recurring issues, prioritize defect resolution, and address underlying causes that create avoidable customer effort, repeat cases, or prolonged resolution times. Track improvement actions through implementation and validate their impact on customer experience and support performance.
Build strong relationships with key customers, understanding their unique requirements and ensuring their success with our solutions.
Use the voice of the customer to identify and implement process improvements to enhance the customer experience.
Lead the post-mortem analysis for critical incidents, driving root cause analysis and recommending preventative measures.

Technology & Transformation

Evaluate and deploy tools, platforms, and technologies to enhance the efficiency and effectiveness of the Technical Support team.
Leverage analytics and data-driven insights to make informed decisions and optimize support operations.
Define and execute an AI-enabled support strategy that improves customer responsiveness, accelerates issue resolution, reduces backlog aging, and increases the effectiveness of support engineers.
Establish an operating model for AI-assisted case management that uses customer tier, case severity, product, entitlement, SLA risk, and case history to identify and prioritize work requiring immediate attention.
Use predictive analytics to identify emerging support trends, recurring defects, backlog risk, and customers at risk of delayed resolution; mobilize the appropriate teams before service levels or customer experience are adversely affected.
Improve knowledge quality and self-service effectiveness through technology assisted knowledge creation, content recommendations, and identification of knowledge gaps based on customer demand and case patterns.
Ensure AI solutions are implemented with appropriate human oversight, data privacy, security controls, quality assurance, and measurable business outcomes.
Measure the impact of technology and AI-enabled support capabilities through improvements in response time, resolution time, SLA attainment, backlog aging, case deflection, engineer productivity, and customer satisfaction.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
Proven experience leading technical support teams in a Managed Services and SaaS environment.
Strong understanding of cybersecurity principles, threats, tools, and compliance standards (e.g., GDPR, SOC 2, ISO 27001).
Strong knowledge of cybersecurity technologies, including firewalls, endpoint protection, intrusion detection systems, and SIEM tools.
Familiarity with delivery models, service-level agreements (SLAs), and multi-tenant SaaS environments.
Proficiency with cloud platforms (e.g., AWS, Azure, Google Cloud).
Understanding of ITIL frameworks and ticketing systems (e.g., Zendesk, ServiceNow).
Excellent leadership, coaching, and people's management skills.
Exceptional problem-solving abilities and decision-making under pressure.
Outstanding communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.
Experience with IT service management (ITSM) frameworks, such as ITIL, is a plus.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

We are an equal opportunity employer and encourage applications from candidates of all backgrounds.

We do not require Canadian work experience; all relevant experience will be considered.

This posting is for an existing vacancy.

Expected Compensation: CAD $180,000 - $240,000

At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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More about this job

Responsibilities

Lead the global Cybersecurity Technical Support organization, setting its strategy, operating model, performance standards, and 24/7 follow-the-sun coverage. Improve customer outcomes and operational performance through cross-functional issue resolution, customer advocacy, continuous improvement, and responsible use of AI, automation, analytics, and self-service.

Requirements

A bachelor's degree in Computer Science, Information Technology, or a related field is required, with an advanced degree preferred. Candidates should have proven leadership experience in technical support for managed services and SaaS, strong cybersecurity and cloud knowledge, familiarity with SLAs, ITIL, and ticketing systems, and excellent leadership, communication, and problem-solving skills.

Skills

Global Technical Support Leadership
Cybersecurity
SaaS Support
Managed Services
Support Operations
SLA Management
Incident Escalation
Customer Advocacy
Root Cause Analysis
AI-Enabled Support
Automation
Predictive Analytics
Knowledge Management
ITIL
Cloud Platforms
People Management

Benefits

Competitive Benefits
Professional Development Opportunities
Personal Development Opportunities
Flexible Work Arrangements

Visa sponsorship

Not detected in the job text

Keywords

Cybersecurity
Technical Support
Managed Services
SaaS
On-Premises Environments
Hybrid Environments
Cloud Platforms
AWS
Azure
Google Cloud
Firewalls
Endpoint Protection
Intrusion Detection Systems
SIEM
GDPR
SOC 2
ISO 27001
ITIL
ITSM
Zendesk
ServiceNow
Service-Level Agreements
AI-Assisted Case Management
Automation
Predictive Analytics
Knowledge Base
Self-Service
Root Cause Analysis
Follow-the-Sun Support
Customer Satisfaction

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