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Added 8 mins ago
K
Procurement Engineer
Kinectrics
Toronto, ON
- Full-time
…Trusted by clients worldwide, our employees provide expertise in engineering, testing, and inspection across a wide range of services. With offices worldwide and independent laboratories…
Added 10 mins ago
Director of Quality - GMP Biologics Clinical Trial Material Facility
National Research Council Canada
Montreal, QC
…world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies…
Added 41 mins ago
R
Director, AI Business Enablement
RBC
Toronto, ON
- Full-time
Have demonstrated experience in process re-engineering or business model redesign, ideally enabled by technology or data
Added 41 mins ago
R
Senior Director, AI Business Enablement
RBC
Toronto, ON
- Full-time
Have demonstrated experience in process re-engineering or business model redesign, ideally enabled by technology or data
Added 1 hour ago
QT
Head of Quantum Development
Quantized Technologies
Calgary, AB
- Full-time
…networking, we translate lab science into real-world commercial engineering. At the same time, we are developing quantum-secure solutions to protect the world’s most critical data during…
Added 1 hour ago
DT
UNPAID VOLUNTEER - Chief Technology Officer (CTO)
Digital Technology Institute for Development (DTID)
Remote, Canada
- Part-time
- Remote
Reporting directly to the Director-General, the CTO will lead DTID's work across Distributed Ledger Technology (DLT)/Blockchain, Artificial Intelligence (AI), Internet of Things (IoT), Data…
Added 1 hour ago
BG
Dealer Development Sales Coordinator
Brandt Group of Companies
Regina, SK
- Full-time
…responsibility will be working with the dealer development director to create territory and dealer reporting for better alignment between sales and manufacturing while working with the…
Added 1 hour ago
Senior Data Scientist
Scotiabank
Toronto, ON
Excellent written and communiation skills are requiried and the Senior Data Scientist will work closely with the Director, Advanced Analytics & Modeling to conduct analytics and report back…
Added 2 hours ago
SP
IT Security Administrator
Saskatoon Police Service
Saskatoon, SK
- Full-time
…guidelines, audit, and procedures) under the direction of the Director of IT, where…
Added 2 hours ago
H
Senior Mechanical Engineer
HDR
Calgary, AB
- Full-time
We believe building engineering is more than systems and structures, it’s about powering progress and enabling innovation. As part of HDR’s Building Engineering Services Group, you’ll help…
Added 2 hours ago
PF
Associate Director, Operations (French / English Bilingual)
Perdue Farms
Saint-Lin - Laurentides, QC · St-Lin, QC
- Full-time
The Associate Director of Operations will oversee and influence functions including production, maintenance, quality, supply chain and engineering, while working closely with departmental…
Added 2 hours ago
Project Engineer, Facilities MOP (Contract)
Trans Mountain
Calgary, AB
Review engineering deliverables, drawings, specifications, equipment data sheets, material requisitions, technical bid evaluations, construction work packages, and contractor/vendor…
Added 2 hours ago
Project Engineer, Pipeline MOP (Contract)
Trans Mountain
Calgary, AB
Review engineering deliverables, drawings, specifications, data sheets, material requisitions, technical bid evaluations, construction work packages, and contractor documents for…
Added 3 hours ago
CC
Senior Manager, Salesforce Platform Architecture & Development
Canadian Cancer Society
Toronto, ON · Montreal, QC · Quebec, QC · Prince George, BC · Vancouver, BC · Kelowna, BC · Halifax, NS · St. John's, NL · Calgary, AB
- Full-time
…collaborating closely with cross-functional teams including Engineering, Security, Product, Sales, Marketing, and Customer…
Added 3 hours ago
BB
Director of Engineering & Technical
Britespan Building Systems Inc
Kitchener, ON
- $140,000 to $160,000 CAD / year
- Full-time
At Britespan Building Systems, we’re growing, and we’re looking for a Director of Engineering & Technical Services to help lead that growth.
Added 3 hours ago
N
Product Manager
Nakisa
Montreal, QC
- Full-time
In this cross-functional role, you will own key areas of the product lifecycle, collaborating closely with Engineering, UX, Customer Success, Professional Services, Sales, Marketing, and…
Added 3 hours ago
LC
Design Lead - 18 Month Contract
Loblaw Companies Limited
Toronto, ON
- Full-time
Reporting to the Senior Director of Product Design, you’ll provide day-to-day design leadership across a team of six Product Designers and one Content Designer.
Added 3 hours ago
AI
Oracle EDQ Platform Engineer
Aptino, Inc.
Brampton, ON
- Contract
We are looking for an experienced Oracle EDQ Platform Engineer to support the migration of Oracle Enterprise Data Quality (EDQ) from on-premises environments to Microsoft Azure Cloud.
Added 3 hours ago
PI
Senior Director, Human Resources
Photonic Inc.
Coquitlam, BC
- $171,400 to $235,700 CAD / year
- Full-time
…operationally, and preparing the business for the future. The Senior Director, Human Resources will lead the delivery and continued development of the HR infrastructure required to support…
Added 3 hours ago
LC
Industrial Engineer, Retail Technology Optimization
Loblaw Companies Limited
Brampton, ON
- Full-time
The role reports to the Sr. Director, Retail Tech Optimization with a dotted-line relationship to Loblaw's Labour Management Industrial Engineering capability for methodology, standards and…
Added 4 hours ago
SC
Design Director
Sony Computer Entertainment France SA
Montreal, QC
- Full-time
We are looking for an experienced Design Director to join the Haven team. The Design Director will take the core pillars from the Creative Director and articulate them into balanced,…
Added 4 hours ago
SC
Design Director
Sony Computer Entertainment France SA
Montreal, QC
- Full-time
Poste : Directeur.trice de la conception de jeu (Design Director)
Added 4 hours ago
H
Senior Software Engineer - AI/ML
Hach
London, ON · Vancouver, BC · CAN - Vancouver - Aquatic Informatics ULC
- $120,000 to $145,000 CAD / year
- Full-time
Reporting to the Director of Engineering & Predictive Analytics, the Senior Software Engineer will contribute to the technical development of Aquatic Informatics' predictive analytics…
Added 4 hours ago
S
Senior Data Engineer
Scene+
Toronto, ON
- Full-time
Reporting to the Senior Manager, Data Engineering and Data Governance, we are looking for a Senior Data Engineer who will play a pivotal role in shaping the next generation of Scene+’s data…
Added 5 hours ago
Product Developer
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
Oversee sample development (prototypes, sales, and confirmation) to ensure proper execution. Tracking the modifications and obtaining approvals with the director and design team.

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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