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Added 1 min ago
M
Building Infrastructure Project Manager
MDA
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 min ago
C
Senior P&C Engineer
CIMA+
Kelowna, BC · Vancouver, British Columbia
- $134,080 to $184,000 CAD / year
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 1 min ago
C
Senior P&C Engineer
CIMA+
Saskatoon, SK · Vancouver, British Columbia
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
Regina, SK
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
Saskatoon, SK
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
AB · Edmonton, AB
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
Kelowna, BC
- $134,080 to $184,000 CAD / year
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
B
Quality Engineer
Brunel
Calgary, AB
- Full-time
Brunel is currently seeking a Quality Engineer to join a leading technology organization in Calgary, Alberta. As a Quality Engineer, you'll be a key part of the Quality team, using your…
Added 15 mins ago
FT
Lead Software Engineer
Franklin Templeton
Toronto, ON
- Full-time
Supports downstream analytics, reporting, and consumption systems in the Investments domain
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
Vancouver, BC
- $134,080 to $184,000 CAD / year
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 15 mins ago
C
Senior P&C Engineer
CIMA+
Calgary, AB
- Full-time
Coordinate with engineering disciplines: equipment, civil, mechanical and building in order to develop design solutions for optimized and advanced substation and power plant systems
Added 46 mins ago
Field Sales Applications Engineer
Ametek, Inc.
Ottawa, ON
…CT, has been a global leader in designing and manufacturing advanced optical metrology systems, ultra-precise optical components, and complex electro-optical systems and assemblies. Join…
Added 1 hour ago
LA
Avionics Engineer
Logic Air
Blainville, QC
- Full-time
Design electrical and avionics systems in collaboration with D.M. & E.
Added 1 hour ago
AI
Manufacturing Engineer
Apex Industries Inc.
Moncton, NB
- Full-time
APEX is currently accepting applicants for a Manufacturing Engineer within its Aerospace Component Manufacturing Group. This is a full-time, permanent position reporting directly to the…
Added 1 hour ago
V
DevOps Engineer
Varonis
Vancouver, BC
- Full-time
…and classifies critical data, removes exposures, and detects advanced threats with AI-powered…
Added 1 hour ago
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Manufacturing Engineer
Apex Industries
Moncton, NB
- Full-time
APEX is currently accepting applicants for a Manufacturing Engineer within its Aerospace Component Manufacturing Group. This is a full-time, permanent position reporting directly to the…
Added 1 hour ago
HR
Technical Specialist, Senior - Vital Software
Hitachi Rail
Toronto, ON
- Full-time
…complex operationally critical and safety-critical software systems within the railway signaling domain. The role serves as the technical owner of one or more software functional areas,…
Added 1 hour ago
BS
Senior Design Quality Engineer / Ingénieur principal en qualité de la conception
Boston Scientific
Montreal, QC
- Full-time
…coverage of both hardware, software, and system risks, applying advanced risk mitigation strategies to influence robust design…
Added 1 hour ago
BS
Senior Design Quality Engineer / Ingénieur principal en qualité de la conception
Boston Scientific
Montreal, QC
- Full-time
…coverage of both hardware, software, and system risks, applying advanced risk mitigation strategies to influence robust design…
Added 2 hours ago
SB
Senior Hydraulics and Capacity Engineer
South Bow
Calgary, AB
- Full-time
We are seeking a Senior Hydraulics and Capacity Engineer to provide technical leadership and strategic oversight of operational capacity management for South Bow's crude oil pipeline…
Added 2 hours ago
Principal Engineer, Mechanical Systems & Equipment
Westinghouse Electric Company, LLC
Kitchener, ON
As a Principal Engineer, Mechanical Systems and Equipment, you will provide technical leadership for the design, development, and analysis of complex mechanical systems supporting nuclear…
Added 2 hours ago
Senior Engineer - Mechanical Systems and Equipment
Westinghouse Electric Company, LLC
Kitchener, ON
As a Senior Engineer – Mechanical Systems and Equipment you will provide technical leadership for the design, development, analysis, and implementation of complex mechanical systems and…
Added 2 hours ago
T
Senior Data Engineer
TekRek
Montreal, QC
- $140,000 to $160,000 CAD / year
- Full-time
As a Senior Data Engineer, you'll own data platform design and delivery for client engagements, from scoping and architecture through to production. You'll work directly with client…
Added 3 hours ago
GM
Senior Software Engineering - Protocol Operations & Trust
General Motors
Markham, ON
- Full-time
General Motors is a global leader in advanced driver assistance. With Super Cruise hands-free technology in more than 750,000 Super Cruise-equipped vehicles on the road and over 1 billion…
Added 3 hours ago
BC
Senior Manager, Data & AI
BDO Canada
Vancouver, BC
- Full-time
Architect and oversee the delivery of modern data platforms that bring data together from source systems, create trusted data models, enable reporting and analytics, and support AI…

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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