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Added 11 mins ago
GM
Senior Software Engineering - Protocol Operations & Trust
General Motors
Markham, ON
- Full-time
We are looking for a hands-on Software Engineer to turn complex simulation-testing challenges into production-ready software. Working closely with operations and engineering teams, you will…
Added 23 mins ago
BC
Senior Manager, Data & AI
BDO Canada
Vancouver, BC
- Full-time
You help clients make better use of their data by designing solutions that centralize information, improve data quality, enable reporting and analytics, and support AI-driven business use…
Added 25 mins ago
CA
Brand Engineer
Calico AI
Toronto, ON
- Full-time
7+ years in roles that put technology into a business's core process: digital transformation, data and analytics, enterprise technology, solutions or forward-deployed engineering, or…
Added 26 mins ago
Senior Staff Software Engineer
Diligent Corporation
Vancouver, BC
As a Senior Staff Software Engineer on Diligent's Platform AI team, based out of our technical center of excellence in Vancouver, you will drive the architecture and technical direction of…
Added 40 mins ago
Technical Services Engineer (Timmins ON)
Orica
Timmins, ON
…outcomes, support safe product application, and implement technical solutions that deliver measurable customer value. Regular regional travel to customer mine sites is…
Added 56 mins ago
SD
Full Stack AI Engineer
Symbiotic Digital
ON · Downtown Toronto (Central Bay Street), Ontario
- Contract
We are seeking a Full Stack AI Engineer with demonstrated
Added 56 mins ago
Security Technology Analyst
University of Toronto
Toronto, ON
…and AI tools to protect Temerty Faculty of Medicine systems, data, teaching, research, and administrative activities. Working closely with the Manager, Information Security, you will…
Added 1 hour ago
XA
Snowflake Data Engineer
xCroTek AI
Open Hall, NL
- Full-time
We are seeking a talented Snowflake Data Engineer with 1–5 years of experience in building and managing modern data pipelines. The ideal candidate should have strong expertise in Snowpipe,…
Added 1 hour ago
AC
Product Development Engineer – Liquid Cooling
Amphenol Communications Solutions
Markham, ON
- Full-time
Amphenol Communications Solutions (ACS), a division of Amphenol Corporation, is a world leader in interconnect solutions for Communications, Mobile, RF, Optics, and Commercial electronics…
Added 1 hour ago
A
Software Engineer (.NET / C# and AI/IoT)
Artelia
Montreal, QC
- Full-time
Maintain and enhance real-time data transmission systems and communication protocols for equipment used in Real-Time Location System (RTLS) solutions;
Added 1 hour ago
QA Automation Engineer – SmartBear & Playwright
Capco
Toronto, ON
Capco is looking for a QA Automation Engineer with hands-on experience in SmartBear TestComplete and Playwright to support a major application modernization initiative.
Added 1 hour ago
O
Technical Services Engineer (Timmins ON)
Orica
Timmins, ON
- Full-time
…outcomes, support safe product application, and implement technical solutions that deliver measurable customer value. Regular regional travel to customer mine sites is…
Added 1 hour ago
MP
Lead Data Engineer
Municipal Property Assessment Corporation
Pickering, ON
- Full-time
You are a data engineering leader with a passion for building scalable, reliable, and innovative enterprise data solutions. You bring deep expertise in modern data engineering, cloud…
Added 1 hour ago
T
Software Engineer II - Angular / UI
TD
Toronto, ON
- Full-time
Easyweb team is looking to on-board a self-starting, high-performing frontend software engineer with a strong engineering mindset to help us grow in our online application.
Added 1 hour ago
AI
Staff Engineer
Atlantis IT Group
Toronto, ON
- Contract
As a Staff Engineer supporting the ADT - CODI program within Operations Technology, you will lead the technical design, development, and implementation of complex, multi-platform…
Added 1 hour ago
H
AI Solutions Architect
Hays
Toronto, ON
- Contract
The AI Solution Architect is a senior individual contributor within the Solutions Architecture team, responsible for designing, documenting, and delivering solution-level architecture for…
Added 1 hour ago
W
Senior Electrical Engineer - Mission Critical & Data Centers
WSP
Toronto, ON
- Full-time
Join our Mission Critical & Data Centers team and help shape the future of digital infrastructure across Canada. As a Senior Electrical Engineer, you will provide technical leadership on…
Added 1 hour ago
A
Software Engineer (.NET / C# and AI/IoT)
Artelia
Montreal, QC
- Full-time
Maintain and enhance real-time data transmission systems and communication protocols for equipment used in Real-Time Location System (RTLS) solutions;
Added 1 hour ago
C
Senior Embedded Software Engineer, RLS
Ciena
Ottawa, ON
- Full-time
…software applications that enable high-performance networking solutions. This role contributes to the design, testing, deployment, and optimization of embedded software across Linux and…
Added 1 hour ago
Agentic AI Software Backend & Platform Engineer
Siemens
Kitchener, ON
We are seeking a Backend & AI Engineer, for Siemens Digital Industries Operations Software to help build and scale our Agentic AI platform. The role focuses on solid backend engineering,…
Added 1 hour ago
Canada Tax Technology Group (CTTG) - Manager, AI Adoption & Enablement - Vancouver
EY
Vancouver, BC
We're looking for someone who is not necessarily a traditional developer, data scientist, or AI engineer. We're looking for an innovator, coach, and problem solver who can quickly…
Added 1 hour ago
L
Embedded Software Engineer Co-op/Intern
Lumentum
Ottawa, ON · Canada - Ottawa (Bill Leathem)
- Full-time
…networks and most advanced systems. Our optical and photonic solutions power everything from AI and cloud computing to data centers, telecom, and advanced…
Added 2 hours ago
Dynamics/Powerplatform engineer
Capgemini
Montreal, QC
We are looking for a Senior Microsoft power platform Engineer, who is familiar with AI Builder and Co-Pilots as well as Dynamics and Power Apps. The ideal candidate will have experience…
Added 2 hours ago
BC
Senior Electrical Engineer
Bantrel Co.
Leroy, SK
- Full-time
We are currently seeking a qualified Sr. Electrical Engineer SME to join our Energy team, this position has the opportunity to either be based out of Leroy, SK or work from one of our home…
Added 2 hours ago
AI
Full Stack Engineer
Apptoza Inc.
Toronto, ON
- Contract
Designs, develops, and oversees the implementation of advanced technical solutions, ensuring alignment with business objectives and adherence to best practices, while managing the…

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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