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Added 9 mins ago
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Director, Engineering and Procurement, AI Fabric
Bell
Calgary, AB
- Full-time
Develop and execute procurement strategies for major capital equipment, engineering services, and long-lead infrastructure components required for AI data centre development.
Added 12 mins ago
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Director, MEP & Electrical Infrastructure, Bell AI Fabric
Bell
Calgary, AB
- Full-time
…supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms…
Added 12 mins ago
GE
Truck Mechanic
GFL Environmental Inc.
Saskatoon, SK
- Full-time
…meticulously cared for and regularly maintained by our dedicated team. This position requires a dependable, enthusiastic, and organized individual, and is ideal for an experienced Mechanic…
Added 12 mins ago
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Senior Business Analyst - ERP Implementation
CGI
Halifax, NS
- Full-time
Lead business analysis activities throughout ERP implementation and transformation initiatives.
Added 12 mins ago
EN
Senior Eddy Current Analyst
Echo NDE
Fort Saskatchewan, AB
- Full-time
…product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 12 mins ago
H
Senior Director, Global Delivery Lead - Data Retention
Hays
Waterloo, ON
- Contract
…candidate will work across business groups and control functions, lead a team of project managers and workstream leads, and engage senior business and technology leaders to resolve issues…
Added 12 mins ago
GE
Truck Mechanic
GFL Environmental Inc.
Emerald Park, SK
- Full-time
…meticulously cared for and regularly maintained by our dedicated team. This position requires a dependable, enthusiastic, and organized individual, and is ideal for an experienced Mechanic…
Added 12 mins ago
S
Backend Engineer, Developer SDKs
Stripe
Toronto, ON
- Full-time
Our team owns open-source SDKs that reflect the Stripe API in seven different programming languages. A vast majority of server-side Stripe integrations are built using our open-source SDKs.…
Added 12 mins ago
MR
Client Account Manager
MicroAge Regina
Regina, SK
- Full-time
…understand their priorities and challenges, and work with our team to develop technology recommendations that support their…
Added 12 mins ago
KS
Business Development Manager (Food Manufacturing)
Kelly Services (Canada), Ltd.
Brantford, ON
- $87,761 to $109,701 CAD / year
- Full-time
Our client is a growing food manufacturing organization with an exciting opportunity for a Customer Business Development Manager to join their team. Reporting to the Director of Sales, this…
Added 12 mins ago
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Inside Sales Representative
Waterloo Hydrogeologic
Waterloo, ON
- Full-time
Experience with inside sales, prospecting, lead qualification, or account development.
Added 12 mins ago
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Specialist Commissioning Engineer – Protection & Control
TEEMA
Vancouver, BC
- $135,000 to $145,000 CAD / year
- Full-time
Lead meetings, present technical information and represent the commissioning team with internal and external stakeholders.
Added 12 mins ago
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Fixed-Term Marketing Manager, Home
Dyson
Toronto, ON
- Full-time
Dyson Canada is seeking a strategic, commercially driven, and highly collaborative Marketing Manager, Home to join the Marketing team on an 18-month fixed-term contract.
Added 12 mins ago
FG
Glazing Service Account Manager
Flynn Group of Companies
Victoria, BC
- $95,000 to $105,000 CAD / year
- Full-time
Lead and mentor a team of office staff and field employees, ensuring alignment with company goals and service standards
Added 12 mins ago
OO
Sr. Manager, Education and Outreach
Ontario One Call
Guelph, ON
- Full-time
…Authority's education, outreach, industry engagement, and partnership development activities. The role is responsible for the planning, delivery, and continuous improvement of education…
Added 12 mins ago
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Head of Sales
Confidential Careers
Markham, ON
- $150,000 to $160,000 CAD / year
- Full-time
Lead the development and execution of customer business plans to achieve profitable sales growth and strengthen the company’s market presence across Canada.
Added 12 mins ago
FG
Service Glazing Superintendent
Flynn Group of Companies
Victoria, BC
- $80,000 to $95,000 CAD / year
- Full-time
Flynn University: Education & Leadership Development
Added 12 mins ago
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Senior Account Executive
MT Talent Solutions Inc.
Markham, ON
- Full-time
…focus on creating strong technical and cultural matches that lead to long-term…
Added 12 mins ago
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Care Coordinator, Temporary Full Time, NLNG, Smith Falls (1.0)
Ontario Health atHome
Ottawa, ON
- Full-time
Whether you work in our office, in the community, or a health care facility – you will play a lead role in providing connected, accessible, patient-centred care – and be supported by our…
Added 12 mins ago
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Care Coordinator, Temporary Full Time, Central Ottawa Civic, Bells Corners
Ontario Health atHome
Ottawa, ON
- Full-time
Whether you work in our office, in the community, or a health care facility – you will play a lead role in providing connected, accessible, patient-centered care – and be supported by our…
Added 12 mins ago
DG
Apprentice
Dilawri Group of Companies
Calgary, AB
- Full-time
With a team of more than 4,000 employees, Dilawri fosters a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity,…
Added 12 mins ago
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Senior Electrical Power Engineer
HDR
Saskatoon, SK
- Full-time
…power system studies, construction and equipment specification development, and balance of plant designs such as raceway, lighting, and grounding systems. In addition, the candidate will be…
Added 12 mins ago
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Project Coordinator
White Widget
MB · Back, MB
- Full-time
White Widget is a leading-edge software design and development studio. We're a fast-growing team with a diverse set of backgrounds and skills. We ship quality work on time, and we're…
Added 12 mins ago
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Postdoctoral Fellow
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Our laboratory, lead by Dr. Stella Daskalopoulou, conducts highly translational cardiovascular research, connecting patient-based clinical studies and deeply phenotyped biobanks with…
Added 12 mins ago
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Lead Engineer, Facility Design
JSG (Johnson Service Group, Inc.)
Calgary, AB
- Full-time
…advice and oversight throughout the project lifecycle. You will lead complex technical assessments, support engineering decision-making, mentor team members, and help drive consistent,…

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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