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Added 8 mins ago
M
GRC Specialist
Miovision
Remote, Canada
- $90,000 to $115,000 CAD / year
- Full-time
- Remote
…our Unified Risk Management Framework, ensuring our products, cloud platforms, and enterprise systems navigate the complex intersections of global industry standards without ever hitting a…
Added 22 mins ago
TI
CyberSecurity Specialist
Themesoft Inc.
Toronto, ON · North York, ON
- Contract
Technical Security Research Engineer to research, prototype, evaluate, and operationalize emerging • Master’s degree in Cybersecurity, Computer Science, AI, Computer Engineering, or related…
Added 22 mins ago
RE
Applied AI Engineer
Randstad Enterprise
Montreal, QC
- Contract
The Applied AI Engineer will work with business and technology teams to develop and implement Generative AI solutions. This is a hands-on engineering role focused on building prototypes,…
Added 22 mins ago
TC
Forward deployed Engineer
Tata Consultancy Services
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $120,000 CAD / year
- Full-time
Strong knowledge of cloud and modern data platforms, including compute, storage, integration, orchestration, security, networking, monitoring, and cost optimization services.
Added 22 mins ago
TC
Forward deployed Engineer
Tata Consultancy Services
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
Strong knowledge of cloud and modern data platforms, including compute, storage, integration, orchestration, security, networking, monitoring, and cost optimization services.
Added 22 mins ago
ZS
Forward Deployed Engineer
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Strong knowledge of cloud and modern data platforms, including compute, storage, integration, orchestration, security, networking, monitoring, and cost optimization services.
Added 23 mins ago
DevOps & Cloud Platform Intern (December 2026 to April 2027)
ProCogia
Vancouver, BC
ProCogia is looking for a DevOps & Cloud Platform Intern to join our Winter 2027 internship cohort. This role is designed primarily for final-year Bachelor’s and Master’s students who want…
Added 38 mins ago
P
Marketing Data Analytics Engineer (CA)
PointClickCare
Mississauga, ON
- Full-time
…make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and…
Added 52 mins ago
RI
Firewall Consultant
Raas Infotek
Calgary, AB
- Contract
These skills align with network security engineer profiles referencing Palo Alto, Cisco Firepower/ASA, VPNs, routing, switching, cloud security, Splunk, SolarWinds, and related security…
Added 53 mins ago
IL
Senior Cloud Security Engineer
Invesco Ltd.
Charlottetown, PE
- $90,000 to $100,000 CAD / year
- Full-time
The Senior Cloud Security Engineer is responsible for securing Invesco's cloud, SaaS, AI, and data ecosystems through the implementation, operation, and continuous improvement of security…
Added 1 hour ago
Bilingual Data Engineer
CMHC - SCHL
Ottawa, ON · Montreal, QC
Optimize pipeline and query performance, scalability and cloud resource costs. Identify technical risks and improve engineering patterns within approved architecture, security and…
Added 1 hour ago
LC
Senior Engineer, Application Security
Lightspeed Commerce, Inc.
Remote, Canada
- Full-time
- Remote
As a Senior Application Security Engineer, you will serve as a foundational anchor on the AppSec team, leading our strategic shift hard-left toward developer-embedded security and Secure by…
Added 1 hour ago
TC
Adobe Site Reliability Engineer
Tata Consultancy Services
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Added 2 hours ago
MF
SRE/DevOps Engineer
Magnet Forensics
Canada
- Full-time
Network and access: manage VPCs, security groups, VPN, DNS, TLS certificates, IAM, and Fortigate firewalls; diagnose subnet and security-group connectivity issues. Cloud changes go through…
Added 4 hours ago
AI
Site Reliability Engineer – Azure Operations, Databricks Support & Incident Response
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
As an Intermediate Site Reliability Engineer, you will support and continuously improve enterprise Azure and Databricks platforms. The role focuses on production reliability, monitoring,…
Added 4 hours ago
P
Growth Engineer Intern
Parameter
Engineer, BC
- Volunteer
Parameter builds AI agents that do offensive security work. Our agents run autonomous penetration tests against production applications and cloud environments, finding IDORs, broken access…
Added 6 hours ago
K
Senior Software Engineer – DevTest / QA Automation
Kaseya
Toronto, ON
- Full-time
The role requires an engineer who can leverage AI assisted development tools and coding agents to accelerate automation, analyze existing codebases, generate and validate test scenarios,…
Added 7 hours ago
RT
Senior Data Architect
Ripotek Technologies Inc.
Calgary, AB
- Full-time
Develop governance frameworks: data cataloging, lineage, quality, security
Added 7 hours ago
RT
Azure Solutions Consultant
Ripotek Technologies Inc.
Calgary, AB
- Full-time
Configure security, access controls, and data governance (Azure Purview)
Added 11 hours ago
C
Principal Machine Learning Engineer, AISWP (Hybrid)
Cisco
Vancouver, BC
- Full-time
…AI-native portfolio. Our mission is to accelerate the adoption of Cloud Control, AI Canvas, AI Studio, and AI Defense through a high-velocity, customer-led "skunkworks" model. We operate as…
Added 11 hours ago
MR
Azure DevOps Engineer
Motion Recruitment
Toronto, ON
- Full-time
As a DevOps Engineer, you'll play a key role in advancing the infrastructure behind a next-generation electronic medical records platform, helping create the secure, scalable, and reliable…
Added 13 hours ago
FT
Senior Network Engineer
Franklin Templeton
Toronto, ON
- Full-time
You will implement security controls, changes, and service improvements in compliance with standards.
Added 13 hours ago
Staff Software Engineer, Backend Platform
Robinhood
Toronto, ON
…services. By improving development workflows, strengthening security practices, and standardizing how services are built and maintained, this team plays a critical role in how quickly and…
Added 14 hours ago
N
Senior Software Engineer, NeMo Helix Core Platform
NVIDIA
Toronto, ON
- Full-time
We are looking for a Senior Software Engineer to help build NeMo Helix, NVIDIA’s product for developing, evaluating, deploying, and operating AI systems at scale. This role is for a senior…
Added 14 hours ago
WU
Technical Customer Support 2
West Unified Communications Services (formerly known as InterCall Asia Pacific)
Montreal, QC
- Full-time
…solution de traitement des appels d'urgence basée sur le Web et le Cloud. La prochaine génération de 911 (NG911) est actuellement en cours de développement pour s'adapter aux dernières…

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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