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Added 11 mins ago
AG
Associate Creative Director
Adelphi Group
Calgary, AB
- Full-time
Added 11 mins ago
Senior Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV)
Amazon
Toronto, ON
On any given day, you might help a VP/Director of Product at a Canadian SaaS company understand the business case for migrating their core platform to AWS, facilitate an alignment session…
Added 11 mins ago
TH
AI Engineer | Full time | AI Innovations
Trillium Health Partners
ON · ON, Canada
- Full-time
Reporting to the Director, AI & Digital Planning, the AI Engineer will be responsible for using the latest AI tools to design, prototype, build, evaluate, and scale AI solutions including…
Added 26 mins ago
AS
Director of Engineering
Acara Solutions, An Aleron Company
Cambridge, ON
- Full-time
We are partnering with a well-established engineered manufacturing organization to recruit a Director of Engineering who will lead the Engineering and Quality functions across multiple…
Added 26 mins ago
ML
Legal Assistant - Business Law
McLeod Law LLP
Calgary, AB
- Full-time
…provide the most creative, effective, and satisfying legal solutions for our clients. With an office located in the south of Calgary and one in the downtown core, we are conveniently…
Added 26 mins ago
CP
Experience Requirements Advisor
Chartered Professional Accountants of British Columbia
Vancouver, BC
- $67,800 to $80,450 CAD / year
- Full-time
Reports To: Associate Director, Employer Relations and Talent Development
Added 26 mins ago
UO
Speech Language Pathologist
University of Alberta
Edmonton, AB
- Part-time
…training, and public education as assigned by the Clinical Director and/or the Executive…
Added 26 mins ago
Manager of Commercial Financial Planning and Analysis (FP&A)
Greenfield Global Inc.
Mississauga, ON
…of high-purity alcohols, specialty solvents, custom blended solutions, and fuel ethanol to businesses worldwide. Our primary markets span life sciences (pharma/biopharma, medical devices),…
Added 26 mins ago
UO
Student Financial Business Support Analyst
University of British Columbia
Vancouver, BC · UBCV | Brock Hall (BRCK)
- $7,727.33 to $11,112 CAD / month
- Full-time
…report to the Manager, Student Financial Support and Associate Director, Business Solutions and…
Added 26 mins ago
Manager, Student Services, Undergraduate Medical Education (Saskatoon or Regina)
University of Saskatchewan
Saskatoon, SK
…(UGME) program in the College of Medicine. Reporting to the Director, Student Services, this role establishes the vision, strategic priorities, and long-term development of programs that…
Added 41 mins ago
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Managing Director, Head of Financial Engineering
BMO
Toronto, ON · FCP
- Full-time
…prioritize, design and deliver advanced analytical tools, data solutions and decision-support capabilities that enhance investment outcomes, business effectiveness and client…
Added 41 mins ago
O
Senior Analyst, Research Operations
OICR
ON · MaRS Centre, Toronto, Ontario
- Contract
…biggest challenges in cancer research and deliver real-world solutions to find cancer earlier and treat it more effectively. We are committed to helping people living with cancer, as well…
Added 41 mins ago
JS
Technical Engineer
JFE Shoji Power Canada Inc.
Burlington, ON
- Full-time
…energy by providing strategic, innovative, and sustainable solutions to its…
Added 56 mins ago
H
Vice President & Managing Director, Canada Sales
HP
Mississauga, ON
- Full-time
HP Canada is seeking a Vice President and Managing Director to lead the Canadian Sales team. A key member of the North America Commercial Organization, they will report directly to the…
Added 56 mins ago
PB
CG Technical Director
Pitch Black Creative
Toronto, ON · Montreal, Québec
- Full-time
The CG Technical Director supports the CG department by building tools, improving workflows, and providing visibility into production challenges across multiple shows. Working closely with…
Added 56 mins ago
PB
CG Technical Director
Pitch Black Creative
Vancouver, BC · Montreal, Québec
- $80,000 to $120,000 CAD / year
- Full-time
The CG Technical Director supports the CG department by building tools, improving workflows, and providing visibility into production challenges across multiple shows. Working closely with…
Added 56 mins ago
PB
CG Technical Director
Pitch Black Creative
Montreal, QC
- Full-time
The CG Technical Director supports the CG department by building tools, improving workflows, and providing visibility into production challenges across multiple shows. Working closely with…
Added 56 mins ago
MI
Senior Manager, Fund Accounting, Private Markets
MUFG Investor Services
Toronto, ON
- $105,000 to $154,000 CAD / year
- Full-time
MUFG Investor Services provides asset servicing solutions to the global investment management industry. Leveraging the financial and intellectual capital of MUFG – one of the largest banks…
Added 1 hour ago
Manager, Clinical
Bayshore
Thunder Bay, ON
…person- and family-centered care? Bayshore Integrated Care Solutions is seeking a Clinical Manager to join our NRIO team and help lead the delivery of respectful, culturally safe, and…
Added 1 hour ago
Manager Indigenous Relations
FortisAlberta
Calgary, AB
Reporting to the Director Stakeholder & Government Affairs, the Manager Indigenous Relations will serve as the main point of contact for Indigenous Communities and customers, Indigenous…
Added 1 hour ago
AP
Power Platform Developer
Atlantic Packaging Products Ltd.
Toronto, ON · Scarborough, ON
- Full-time
Reporting to the Director, Procurement Compliance and Governance, the Power Platform Developer supports Procurement and related business teams through business intelligence, data,…
Added 1 hour ago
Lead Graphic Artist
2K
Montreal, QC
Partner with the Art Director and Art/Design Leads to establish the 2D art style by creating mood boards, style guides, and diegetic in-world branding (e.g., environmental signage,…
Added 1 hour ago
TH
DIRECTEUR DES FINANCES - CANADA
The Home Depot Canada
Toronto, ON
- Full-time
…éprouvez de la fierté à guider les clients vers les bonnes solutions pour leurs projets? Si, en plus de cela, vous êtes de nature curieuse et souhaitez acquérir de nouvelles connaissances,…
Added 1 hour ago
TH
Finance Manager, Technology
The Home Depot Canada
Toronto, ON
- Full-time
…an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your…
Added 1 hour ago
AC
Junior Buyer
Aston Carter
Burnaby, BC
- $21 to $24 CAD / hour
- Contract
…Buyer, 1x Technical Buyer, and 1x Junior Buyer. Reporting to the Director of Supply Chain, you will work 40 hours per week from Monday to Friday, 8 AM to 4:30 PM, with a 30-minute break.…

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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