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Added 7 mins ago
H
Project Engineer - Area Lead (Subsurface and Infrastructure)
Hydrostor
Toronto, ON
- $110,000 to $150,000 CAD / year
- Full-time
The Project Engineering – Area Lead (Subsurface and Infrastructure) is responsible for the delivery and technical assurance of the subsurface scope, reservoir, early works, and transmission…
Added 22 mins ago
GD
Manager, Infrastructure and Cloud Services
General Dynamics Missions System International
Ottawa, ON
- $120,000 to $160,000 CAD / year
- Full-time
At General Dynamics Mission Systems–Canada, we’re not just engineering technology - we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical…
Added 22 mins ago
SI
Senior Product Designer, Growth
Scribd, Inc.
Vancouver, BC · Toronto, ON
- Full-time
…across that journey, working closely with Product, Research, Engineering, Data, and Marketing to spot opportunities, run experiments, and ship work that moves real…
Added 37 mins ago
W
Senior Environmental Scientist / Engineer / Technologist
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Calgary, AB
- Full-time
You will lead field programs, contribute to Phase I and Phase II Environmental Site Assessments, provide technical oversight, and support Project Managers to ensure work is delivered…
Added 37 mins ago
BC
Business Intelligence Analyst – Finance, Corporate Solutions
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
- Full-time
University degree in computer science, statistics, engineering or a related field
Added 37 mins ago
FT
Senior Network Engineer
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Toronto, ON
- Full-time
You will resolve complex incidents, lead root-cause analysis, and deliver sustainable solutions.
Added 37 mins ago
Staff Software Engineer, Backend Platform
Robinhood
Toronto, ON
As a Staff Software Developer, you will set technical direction and lead large, multi-team initiatives that improve how backend systems are developed and operated. You will design and guide…
Added 52 mins ago
W
Principal Electrical Engineer
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Markham, ON · Oakville, ON
- Full-time
The Lead Electrical Engineer is responsible for providing technical leadership and delivering electrical engineering solutions for power distribution, energy storage, and related energy…
Added 52 mins ago
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Senior Technical Consultant
Worley
Calgary, AB · Edmonton, AB
- Full-time
Lead the development, review, and implementation of Instrumentation & Controls (I&C) engineering deliverables for customer projects and operating facilities.
Added 52 mins ago
W
Process Engineer Level II
Worley
Vancouver, BC
- Full-time
…across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and…
Added 52 mins ago
F
Senior / Lead Estimator - Mining & Metals
Fluor
Vancouver, BC
- Full-time
Fluor is one of Canada's top employers and is recognized globally as a leader in the Engineering, Procurement, Construction, Fabrication, and Maintenance industry. Our focus on innovation…
Added 52 mins ago
M
Senior Software Engineer - Backend
Microsoft
Vancouver, BC
- Full-time
…and platform modernization, and close collaboration across engineering, data science, experimentation, and business…
Added 52 mins ago
M
Principal Product Manager
Microsoft
Vancouver, BC · Goodwood, ON
- Full-time
Microsoft's Azure Data engineering team is leading the transformation of analytics in the era of AI through products including Microsoft Fabric, Azure SQL Database, Azure Cosmos DB, Azure…
Added 52 mins ago
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Baseband System Developer Co-op
Ericsson
Ottawa, ON
- Full-time
…When joining our team at Ericsson you are empowered to learn, lead, and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly…
Added 52 mins ago
EC
Spécialiste infrastructure / Infrastructure Specialist
Eaton Corporation
Brossard, QC
- Full-time
Added 1 hour ago
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Sales - Sales Representative
Great Gulf
Orangeville, ON
- Full-time
…residential development, construction management, software, engineering, panelized manufacturing, architecture, and…
Added 1 hour ago
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Lead Project Planner (EPCM/Minerals Plant)
Lycopodium
Mississauga, ON
- Full-time
…Peru, Lycopodium proudly delivers high quality professional engineering and project delivery services globally, across the resources, infrastructure and industrial processes sectors. By…
Added 1 hour ago
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Sales Representative
Great Gulf
East Gwillimbury, ON
- Full-time
…residential development, construction management, software, engineering, panelized manufacturing, architecture, and…
Added 1 hour ago
I
Software Engineer
Insight
Remote, Canada
- Full-time
- Remote
Act in the best interest of Insight's stakeholders and customers, and raise risks and conflicts to the technical lead early
Added 1 hour ago
E
Managing Technical Consultant, Intermediate Hydrogeologist and Field Lead
ERM
Calgary, AB · Vancouver, BC
- $93,700 to $112,100 CAD / year
- Full-time
Lead the Future of Hydrogeology Across Canada
Added 1 hour ago
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Principal Technical Consultant, Senior Hydrogeologist
ERM
Calgary, AB · Vancouver, BC
- $109,900 to $147,300 CAD / year
- Full-time
Shape the future of integrated water management across Canada. Lead high-impact hydrogeology work that influences major capital projects, strengthens client partnerships, and helps guide…
Added 1 hour ago
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Supervisor, Mine Operations
Elk Valley Resources
Sparwood, BC
- $123,000 to $152,000 CAD / year
- Full-time
Lead and empower employees in achieving operating targets and improve employee work performance and efficiency through mentorship, feedback and achieving safe operating targets
Added 1 hour ago
EV
Supervisor, Mine Operations
Elk Valley Resources
Elkford, BC
- Full-time
Lead and empower employees in achieving operating targets and improve employee work performance and efficiency through mentorship, feedback and achieving safe operating targets
Added 1 hour ago
K
Regional Sales Manager
Kelly
Sudbury, ON · Greater Sudbury, ON
- $85,000 USD / year
- Full-time
Lead the customers in terms of consultation and support for the business' technologies and service
Added 1 hour ago
TU
Junior NLP Data Scientist
The University of British Columbia
Vancouver, BC
- $5,692.25 to $8,179.5 CAD / month
- Part-time
Assist with front-end and back-end engineering for digital health applications.

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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