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.
