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Added 1 min ago
S
SDET Lead
SIMPRO
Montreal, QC
- Full-time
…In this role, you will lead and scale our software quality operations primarily by managing and steering our outsourced third-party QA vendor…
Added 1 min ago
ST
Customer Service Representative - CANADA
StableX Technologies, Inc.
Blainville, QC
- Full-time
POSITION SUMMARY: Under the direction of the Director of Marketing & Customer Service - Canadian Region, the Customer Service Representative has been assigned responsibilities for specific…
Added 12 mins ago
K
Head of Growth & Marketing – Canada
Kurage
Montreal, QC
- Full-time
Take ownership of marketing funnel performance, working closely with Sales and Clinical Operations to improve the conversion of qualified leads into patients.
Added 12 mins ago
GE
Head Bartender
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Director of Food and Beverage, the Supervisor is responsible for all departmental operations during a prescribed shift. The work is typified as a casual hands-on…
Added 12 mins ago
FR
Regional Director, Strata Operations
FirstService Residential Canada
Vancouver, BC
- Full-time
The Regional Director, Strata Operations promotes client satisfaction, employee retention, and the continual enhancement of the Company’s culture and services through leadership,…
Added 12 mins ago
KG
Manager, Health & Safety
Kleysen Group Ltd
Sherwood Park, AB
- Full-time
…Safety programs that increase health and safety in Alberta operations by maximizing compliance with industry standards and government regulations, and working closely with our Safety team…
Added 16 mins ago
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Executive Recruiter
Infoblox
Burnaby, BC
- Full-time
…lead confidential, full-cycle executive searches for Senior Director, VP, and SVP-level roles, helping Infoblox attract and hire exceptional leaders who can advance our business strategy…
Added 16 mins ago
MU
Administrative Student Affairs Coordinator
McGill University
Vancouver, BC · Strathcona Anat&Dent
- Full-time
…Participates in ensuring the smooth functioning of the unit's operations. Responsible for documents and files of unit. Acts as resource person for policies and procedures. Coordinates…
Added 32 mins ago
CO
Public Works - Water & Sewer Operations Manager
City of Yorkton
Yorkton, SK
- Full-time
The Water and Sewer Operations Manager is responsible for the operational maintenance and regulatory compliance of the City’s water distribution and wastewater collection systems. This…
Added 32 mins ago
Senior Manager, Strategic Initiatives
Bayshore
Mississauga, ON
The Senior Manager, Strategic Initiatives reports to the Director, Program Excellence and Strategic Initiatives and is an individual contributor accountable for designing and implementing…
Added 41 mins ago
NS
Executive director, operations
Niagara Safety Village
Welland, ON
- $70,000 to $90,000 CAD / year
- Full-time
- On-site
Added 42 mins ago
BC
Daycare director
Bradford Children's Academy
Bradford, ON
- From $45.8 CAD / hour
- Full-time
- On-site
Manage the operations and activities of social and community centres, correctional facilities and detention centres
Added 43 mins ago
CM
operational planning director
Compliance Mentorz
AB · Edmonton, AB
- Full-time
Evaluate the operations of a department providing administrative services
Added 43 mins ago
UH
Municipal District of Taber | Manager of Public Works
UpSourced HR
Taber, AB
- Full-time
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Added 43 mins ago
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SBP Kids Ministry Coordinator (Part-Time - 1 Year Maternity Leave Coverage)
Archdiocese of Halifax-Yarmouth
Halifax, NS
- Part-time
…disciples. The Coordinator works under the direction of a Pastoral Director on the PLT and in close partnership with the Children’s Ministry Activator. This role is primarily about…
Added 43 mins ago
JC
Head Librarian – Parental Leave Coverage
Jewish Community Centre of Greater Vancouver
Vancouver, BC
- Full-time
Manage the Library’s budget and annual work plan in collaboration with the Senior Director of Programs.
Added 43 mins ago
TR
Ecommerce Manager
TalentFinity Recruitment
Mississauga, ON
- $80,000 to $105,000 CAD / year
- Full-time
Help prioritize work with the Director, E-Commerce, then drive execution, follow-up, and accountability.
Added 43 mins ago
CO
Director, Health, Safety, & Organizational Resilience
City of Saint John
Saint John, NB
- Full-time
The Director of Occupational Health, Safety & Organizational Resilience provides enterprise-wide strategic leadership for the transformation, modernization, and continuous improvement of…
Added 43 mins ago
RM
Manager, Human Resources
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Partner with the Senior Director, Human Resources on complex or high-risk matters.
Added 43 mins ago
CH
Director of Finance | Hotel PUR, Quebec, A Tribute Portfolio Hotel
Crescent Hotels & Resorts
Quebec, QC
- Full-time
The Director of Finance is responsible for providing ethical and consistent leadership in the financial area of the hotel by supplying management with guidance, training and support. The…
Added 46 mins ago
Director, Strategic Projects, Global Wealth Solutions - Toronto, ON
Scotiabank
Toronto, ON
…initiatives that transform our business and drive growth. The Director translates priorities into executable plans and drives initiatives from concept through implementation and benefit…
Added 46 mins ago
Sr Dir, Finance Consolidation
Rogers Communications
Toronto, ON
The Senior Director, Finance Consolidation is responsible for leading enterprise-wide financial planning, forecasting, budgeting, consolidation, and executive reporting across all major…
Added 56 mins ago
NS
Executive director, sport governing body
Nelson Soccer Association
Nelson, BC
- $80,000 to $100,000 CAD / year
- Full-time
- On-site
Manage the daily operations of a sport or recreational organization
Added 59 mins ago
MC
DIRECTOR OF EARLY CHILDHOOD OPERATIONS
MultiCultural Community Center (Rantoul,IL)
Spanish, ON
- Full-time
BILINGUAL DIRECTOR OF EARLY CHILDHOOD OPERATIONS
Added 59 mins ago
TU
Clinical Skills and Simulation Lab Technician
The University of British Columbia
Vancouver, BC
- $4,845.17 to $5,713.66 CAD / month
- Full-time
This position provides support for the daily operations and activities of the Clinical Skills and Simulation Labs (CSSL) in the School of Nursing related to lab learning and simulation…

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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