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Added 1 min ago
Lead, Leadership Programs
WestJet Group
Calgary, AB
We have an exciting opportunity for a Lead, Leadership Programs. Reporting to the Director, Talent Strategy and Programs this role is responsible for the development, implementation, and…
Added 1 min ago
H
Director Primary Health Care Southeast 9
HealthCareersInSask.ca
SK · SK, Canada
- Full-time
Job Description: The Director, Primary Health Care is a key leader in Saskatchewan health care, partnering with system leaders to achieve our province’s healthcare goals. Reporting to the…
Added 46 mins ago
M
Director, Retirement Strategy
Manulife
Toronto, ON
- Full-time
…Institutional channels in North America, Asia and Europe. The Director, Retirement Strategy will help shape the growth and transformation agenda for the U.S. and Canada Retirement…
Added 46 mins ago
T
Director, Education Design & Intelligence
TVO
Toronto, ON
- Full-time
Position Title: Director, Education Design & Intelligence
Added 1 hour ago
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VP, Strategy and Operations
RELX
Toronto, ON
- Full-time
The VP, Strategy and Operations acts as the Chief Procurement Officer's principal partner in developing and executing strategy and driving the transformation agenda: responsible for…
Added 1 hour ago
RH
Director of Finance And Accounting
Robert Half
Hamilton, ON
- $150,000 to $170,000 CAD / year
- Full-time
…systems. As a result, they are seeking a strategic and hands-on Director of Finance to help build a scalable finance function that supports continued growth. Only candidates with strong…
Added 4 hours ago
TM
Director, Strategy & Operations
Talent Mappers
Toronto, ON · Greater Toronto Area, Canada
- $165,000 to $185,000 CAD / year
- Full-time
The Director, Strategy & Operations is a high-impact role supporting senior leadership. The team supports strategy development and value creation through major strategic initiatives across…
Added 4 hours ago
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Director, Technical Support - Cybersecurity
Fortra
Canada
- Full-time
…hybrid, SaaS, and managed services environments. You will set the strategy, operating model, and performance standards needed to improve customer experience, accelerate issue resolution,…
Added 6 hours ago
Health and Safety Director
Amrize
Edmonton, AB · AB · Surrey, Brit · Calgary, AB
Join Amrize as a Health and Safety Director and help construct what's next. If you're ready to put your skills to work on projects that matter - and build a career with a company that’s…
Added 14 hours ago
P
Canada Technology Consulting - Business Platform Transformation Senior Director
Protiviti
Toronto, ON · Vancouver, BC
- Full-time
The Technology Consulting Practice is seeking a Senior Director to join our growing team and lead client transformation across the Quote to Cash ecosystem, including Configure, Price, Quote…
Added 16 hours ago
IW
Director HR Business Partner
IG Wealth Management
ON · Ontario, Canada
- Full-time
The Director, HR Business Partner is a dynamic and strategic HR leader responsible for partnering with senior leaders to develop and deliver people strategies that enable business…
Added 16 hours ago
PB
Director, Data and Insights
Pacific Blue Cross
Burnaby, BC
- Full-time
Reporting to the Vice President, Information Technology & Enterprise Transformation, you will lead the development of PBC's enterprise data, analytics, and AI strategy, helping transform…
Added 16 hours ago
MU
Associate Director, Digital Infrastructure Strategy
McMaster University
Hamilton, ON
- Full-time
The Associate Director, Digital Infrastructure Strategy advances the modernization and evolution of the University’s digital infrastructure. Working across a decentralized University…
Added 16 hours ago
SL
AVP, Strategic Programs, Innovation, Insights and Regulatory Operations
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Toronto One York
- Full-time
…portfolio delivery and business priorities through a common strategy, roadmap and operating…
Added 16 hours ago
Health and Safety Director
Amrize
Edmonton, AB · AB · Surrey, Brit · Calgary, AB
Join Amrize as a Health and Safety Director and help construct what's next. If you're ready to put your skills to work on projects that matter - and build a career with a company that’s…
Added 17 hours ago
LC
Senior Director, Pharmacy Experience and Transformation
Loblaw Companies Limited
Toronto, ON
- Full-time
Reporting to the VP, Pharmacy Operations, Clinical Excellence and Transformation, the Senior Director, Pharmacy Experience and Transformation will lead the strategy and execution of…
Added 18 hours ago
BR
Business Analyst, Operational Strategy
Brookfield Renewable N.A.
Gatineau, QC
- Full-time
Reporting to the Director, Operational Strategy, the Business Analyst serves as a key liaison between business stakeholders, technology teams, and operational groups. This role is…
Added 18 hours ago
SL
Director, Enterprise Architecture Strategy, Core Platform
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Toronto One York
- Full-time
The Director, Enterprise Architecture Strategy is the architecture strategist supporting the Assistant Vice President, Enterprise Architecture, Core Platforms.
Added 18 hours ago
Director, Executive Operations
Government of Alberta
AB
Experience working within Alberta’s health system, particularly in health system transformation, strategy and policy development, and executive coordination.
Added 18 hours ago
S
Director, Deployment Operations
Solink
Remote, Canada
- $156,696 to $195,870 CAD / year
- Full-time
- Remote
As Director, Deployment Operations, you'll own Solink's end-to-end sales-to-deployment operating model, from the moment a deal closes to the point a customer is live, supported and…
Added 19 hours ago
S
AI Workflow & Operations Intern
Semtech
Richmond, BC
- Full-time
Experience that translates directly into careers in Sales Ops, Revenue Ops, AI Strategy, or Digital Transformation
Added 19 hours ago
SL
Director, Enterprise Architecture Strategy, Core Platform
Sun Life Québec
Montreal, QC
- Full-time
The Director, Enterprise Architecture Strategy is the architecture strategist supporting the Assistant Vice President, Enterprise Architecture, Core Platforms.
Added 19 hours ago
NB
Analyst or Associate Financial Resource Management
National Bank of Canada
Montreal, QC
- Full-time
Join a high-impact team in Capital Markets where financial strategy meets innovation. As an Analyst or Associate in the Financial Resource Management team, you’ll play a key role in…
Added 19 hours ago
H
IT Director
Hays
Montreal, QC
- Full-time
Our client is a well-established and growing organisation undergoing a significant digital transformation journey. With a strong commitment to innovation, operational excellence, and…
Added 20 hours ago
O
Director, Design
OpenText
Waterloo, ON
- Full-time
As Director, Design, you will lead and evolve the organization’s design function, delivering high-quality, client-centric creative experiences that strengthen the brand and support business…

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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