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Added 10 mins ago
AH
RAI Lead
Alberta Health Services
Calgary, AB
- Full-time
…improvement across Assisted Living Alberta. Reporting to the Director, Clinical Support and Quality, the role leads initiatives supporting the consistent application and effective use of…
Added 10 mins ago
AH
Director
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
The Director, Cancer Advanced Analytics, is responsible for oversight of the Cancer Advanced Analytics program. This includes strategic leadership in advancing cancer analytics for health…
Added 10 mins ago
RM
Human Resources/Labour Relations Consultant
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Reporting to the Director of Human Resources, the HR/LR Consultant will provide guidance and support to managers and other Human Resources staff on employment and labour relations matters.…
Added 10 mins ago
AH
Senior Consultant
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…identifying improvement opportunities, and contribute to the development of sustainable systems that strengthen accountability and outcomes. Using evidence-informed approaches, data…
Added 10 mins ago
RH
Director of Finance And Accounting
Robert Half
Hamilton, ON
- $150,000 to $170,000 CAD / year
- Full-time
…stewardship, operational partnership, process improvement, and team development. Reporting to senior leadership, the Director of Finance will work closely with Sales, Operations, and other…
Added 10 mins ago
RD
Technical Sales Representative
Randstad Digital
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $120,000 CAD / year
- Full-time
As a Technical Sales Representative, you will take direct ownership of business development and commercial growth in the Canadian market. Working in close collaboration with the Managing…
Added 10 mins ago
I
Product Operations Manager
Indigo
Ottawa, ON
- $42,500 to $52,500 CAD / year
- Full-time
…success, and bring the Indigo brand to life through meaningful business…
Added 11 mins ago
*Regulatory Compliance and Affairs Advisor
Recrute Action
Montreal, QC
Reporting to the Director, Compliance and Chief Compliance Officer (CCO), the incumbent serves as a senior subject matter expert within the Compliance Department and contributes to the…
Added 26 mins ago
Manager, Regulatory Affairs (Clinical Labeling)
Telix Pharmaceuticals (AMER)
Canada
…that support investigational products throughout the clinical development lifecycle. Provides strategic direction and operational oversight for IMP labeling activities throughout the…
Added 40 mins ago
FR
Senior Director, Energy & Power, Corporate, Infrastructure and Project Finance Group - Toronto
Fitch Ratings
Toronto, ON
- Full-time
Senior Director, Energy and Power, Corporate, Infrastructure and Project Finance Group
Added 41 mins ago
Strategic Sourcing - Strategic Sourcing Associate
Mohawk Medbuy Corporation (MMC)
ON · Thunder Bay, ON · Kingston, ON · London, ON · Toronto, ON · Oakville, ON · Burlington, ON · Chatham-Kent, ON
Reporting to a Senior Manager, Strategic Sourcing or Director, Strategic Sourcing, this position is responsible for coordinating and supporting the Sourcing Team through all stages of the…
Added 56 mins ago
BT
National Account Manager
Bumper To Bumper Auto Parts
Brampton, ON
- Full-time
Ownership – Builds and grows our business with an owner's mindset. Digs in to understand the factors that can drive our success, meets problems head on and fixes them. Sees change as an…
Added 1 hour ago
WI
Senior Technical Director - Tailings, Waste Dumps and Stockpiles
WSP in Canada
AB · Edmonton, AB
- Full-time
Support business growth by identifying opportunities that expand WSP’s mining footprint.
Added 1 hour ago
ES
BRANCH MANAGER
ECCO Supply™
Saskatoon, SK
- Full-time
New Business Development: Aggressively pursuing new opportunities in the market to ensure ECCO Supply’s prominence in all business channels
Added 1 hour ago
RH
Head of Operational Risk
Robert Half
Toronto, ON · North York, ON
- Full-time
Our client, a well-established investment management organization, is seeking a Director, Risk & Audit to join their growing team. Reporting to senior leadership, this individual will be…
Added 1 hour ago
SJ
Software Engineer
So Jobs
Toronto, ON
- $202,000 to $231,000 USD / year
- Full-time
Demonstrated ability to influence senior business and product stakeholders (Director+) on strategy and roadmaps
Added 1 hour ago
D
Director, Financial Performance
Desjardins
Toronto, ON · Montreal, QC · Levis, QC
- Full-time
As Director, Financial Performance, you support the property and casualty insurance sector in cross-functional and strategic financial mandates, leveraging your extensive knowledge of the…
Added 1 hour ago
B&
Buyer
Black & McDonald Limited
Pickering, ON
- Contract
The Buyer is located in Pickering and typically reports directly to the Procurement Director. The Buyer will be responsible purchasing general equipment, materials and business services for…
Added 1 hour ago
MH
Design Coordination Lead
Mattamy Homes
Canada
- Full-time
You are also eligible to participate in Mattamy’s annual bonus program which gives you the opportunity to increase your total compensation if business and individual goals are achieved.
Added 1 hour ago
E
Regional Director – Quebec & Eastern Ontario / Directeur Régional – Québec et Est de l'Ontario
Everguard
Ottawa, ON
- Full-time
Collaborate with business development, sales and branch leadership to identify and advance regional growth opportunities.
Added 2 hours ago
PH
Project Manager I
Provincial Health Services Authority
Vancouver, BC
- Full-time
…projects and major barriers encountered. Makes recommendations to Director regarding projects scope and related changes required to facilitate a successful outcome. Implements or…
Added 2 hours ago
PH
Supervisor, Facilities Maintenance & Operations
Provincial Health Services Authority
Vancouver, BC
- Full-time
…Manager, FMO, the Supervisor is responsible for overseeing the development and supervision of the day-to-day activities of the assigned service delivery area and coordinates major and minor…
Added 2 hours ago
PH
Executive Director, Child Health BC
Provincial Health Services Authority
Vancouver, BC
- Full-time
The Executive Director (ED), Child Health BC (CHBC), reports to the Vice President, Provincial Clinical Programs & Health Improvement Networks, and is accountable for the overall provincial…
Added 2 hours ago
MB
AI Content Creator/Créateur(trice) de contenu IA
Maison Battat Inc.
Montreal, QC
- Full-time
At Battat, we’re in the business of making kids happy. Thanks to our team of dynamic, talented and motivated individuals, we design and manufacture high quality, educational, and innovative…
Added 2 hours ago
G
Procurement Specialist
Gainrep
Richmond, BC
- Full-time
…and optimize the Canadian vendor network. Reporting to the Director of Procurement, the position contributes to cost savings, compliance, and operational…

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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