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Added 3 mins ago
SH
Sr Financial Analyst - Strategy & Portfolio Management
Siemens Healthineers
Ottawa, ON
- Full-time
…class, data-driven analytics, this role will partner and/or lead cross-functional teams for strategic and tactical decision making; will be a lead role in generating financial insights in…
Added 3 mins ago
BS
Accounting Manager
Blue Signal Search
London, ON
- Full-time
Lead day-to-day accounting operations across general ledger, accounts payable, accounts receivable, payroll support, fixed assets, and cash activity.
Added 3 mins ago
N
Operations & Production Lead - Gummy Manufacturing
NPAworldwide
Toronto, ON
- Full-time
Lead, coach, and evaluate production staff and a maintenance technician.
Added 3 mins ago
IF
310T Licensed Diesel Mechanic Technician
Impact Fulfillment Services
Guelph, ON
- Full-time
Wage: $41/hour + $1/hour Lead Hand premium + $1.50/hour Weekend Premium, $2,000 sign-on bonus and $1,000 retention bonus
Added 48 mins ago
PH
Supervisor, Facilities Maintenance & Operations
Provincial Health Services Authority
Vancouver, BC
- Full-time
Coordinates major and minor projects by reviewing working plans, drawings, and specifications, preparing preliminary cost estimates, determining resources required such as equipment and…
Added 48 mins ago
PH
Associate Legal Counsel, PHSA Legal Services
Provincial Health Services Authority
Vancouver, BC
- Full-time
Demonstrated ability to lead, plan, direct, manage and implement.
Added 1 hour ago
A
Payroll & Rewards Operations Lead
APPLY
Toronto, ON
- Full-time
As a Payroll & Rewards Operations Lead, you’ll be a cornerstone of our global People Operations function, sitting at the intersection of global rewards and people analytics. You will drive…
Added 1 hour ago
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Director, Technical Support - Cybersecurity
Fortra
Canada
- Full-time
…resolution, backlog volume and aging, customer satisfaction, support cost efficiency, and reduction of recurring customer issues. Establish clear performance targets, review trends…
Added 2 hours ago
GE
Chef de Partie
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Executive Chef, or Sous Chef, the Supervisor is responsible to lead, coach, motivate and oversee all staff and aspects of the Food & Beverage departmental…
Added 2 hours ago
GE
Little Chief Restaurant Supervisor
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
2-3 years experience in a lead role or supervisory capacity with practical hands on knowledge and experience in all facets of Food & Beverage operations. Specific Hotel food and beverage…
Added 2 hours ago
GE
Head Bartender
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
2-3 years experience in a lead role or supervisory capacity with practical hands on knowledge and experience in all facets of Food & Beverage operations. Specific Hotel food and beverage…
Added 2 hours ago
VE
Senior Project Manager
VINCI Energies
BC · British Columbia, Canada
- Full-time
Lead project planning, budgeting, scheduling and execution activities.
Added 2 hours ago
AC
Food Service Director
Aramark Canada
Burnaby, BC
- Full-time
…(Housekeeping), Laundry, and Maintenance. The successful candidate will lead operational excellence, financial performance, regulatory compliance, and team engagement while fostering strong…
Added 2 hours ago
AC
Food Service Supervisor
Aramark Canada
Toronto, ON · Scarborough, ON
- Full-time
Time to step up your career! This is your moment to shine and lead the way for others too. We're hiring full-time Food Service Supervisors to join our passionate Food Services Team.…
Added 2 hours ago
N
Director, Engineering
NielsenIQ
Toronto, ON
- $150,000 to $176,000 CAD / year
- Full-time
We are seeking a Director, Software Engineering to lead the engineering teams building and operating customer-facing SaaS product capabilities from our India engineering hub. This leader is…
Added 3 hours ago
B&
Seasonal Retail Sales Associate-PEN CENTRE
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St. Catharines, ON
- $18.95 USD / hour
- Part-time
…your next chapter, we invest in your growth so you can learn, lead and help create feel good moments every…
Added 3 hours ago
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Senior Project Manager
VINCI
BC · British Columbia, Canada
- Full-time
Lead project planning, budgeting, scheduling and execution activities.
Added 3 hours ago
NG
Cost Controller
New Gold Inc.
Kamloops, BC
- Full-time
…Columbia, Canada. In addition, Coeur owns the Silvertip silver-zinc-lead exploration project in British…
Added 4 hours ago
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Protection & Control Senior Engineer
EllisDon
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- Full-time
Collaborate with multi-disciplinary teams to optimize designs for constructability, cost-efficiency, and operational reliability.
Added 5 hours ago
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Deals Real Assets, Data Engineering & Digital Solutions, Senior Associate
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Added 5 hours ago
TC
Distribution Services Operations Supervisor - 6 Month Contract
TJX Canada – Winners, Marshalls, HomeSense
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- $76,620 to $107,268 CAD / year
- Full-time
…ensuring production requirements are met, while maintaining cost efficiencies, health and safety, quality and service standards, and positive Associate Labor…
Added 5 hours ago
TV
FINANCE MANAGER/CONTROLLER
Twin Valley Co-op Ltd
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- Full-time
Financial Stewardship: Lead accounting, budgeting, forecasting, cost management, financial reporting, tax, audit, payables, receivables and compliance.
Added 5 hours ago
BC
Electrical Designer Lead
BBA Consultants
Toronto, ON
- Full-time
…Discipline. We are currently seeking an Electrical Designer Lead to join our Corporate Electrical & Automation team to support and lead our expansion in…
Added 5 hours ago
AA
Intégrateur.trice de développement de produits Cabine / Cabin Integrator of New Development Products
Airbus Aircraft
Montreal, QC
- Full-time
Vous avez une expérience en tant que ``lead`` ou équivalent;
Added 5 hours ago
T&
Director, Cost and Commercial Management (Real Estate)
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Lead the cost management scope of works on projects including estimate preparation, reviews, budget checks, benchmarking, value engineering, procurement advice, bid levelling, contract…

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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