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Added 20 mins ago
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Group Product Manager - Billing & Product Support
CIBC
Toronto, ON
- Full-time
As a Group Product Manager within the Product Management and Digital Solutions team, you will be supporting the Director and Product Managers across various portfolios. In this role you…
Added 35 mins ago
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Associate Creative Director, Art Director
Wealthsimple Technologies
Remote, Canada
- $152,000 to $190,000 CAD / year
- Full-time
- Remote
We are looking for an experienced Associate Creative Director, Art Director to help us create innovative, human and ridiculously entertaining work. In this role you will often work as a…
Added 49 mins ago
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Gestionnaire principal de la location/Senior Manager Rental
Impact Fulfillment Services
Montreal, QC
- Full-time
Added 1 hour ago
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General Manager I
NFI Industries
Delta, BC
- Full-time
…without damage for timely delivery. This position reports to the Director of Warehouse…
Added 1 hour ago
TA
Manager, Marketing & Communications
Take a Hike Foundation
Vancouver, BC
- Full-time
Reporting to the Director, Marketing and Communications and acting as their close operational partner, the Marketing & Communications Manager leads execution across three connected areas of…
Added 1 hour ago
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Business Analyst - Fidelity Wealth
Fidelity Canada
Toronto, ON
- Full-time
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- Full-time
…coordinated effort to move forward the Fraser Health Digital Health strategy and by researching, promoting, and adopting best practice models for service…
Added 2 hours ago
UO
Undergraduate Student Relations Officer
University of Waterloo
Waterloo, ON · Mathematics & Computer
- Full-time
Provide decision support to the Associate Dean, Undergraduate, Associate Dean, Co-op, and Director, Math Undergrad Office (MUO) for all student engagement issues and opportunities.
Added 2 hours ago
UO
Communications and Administrative Coordinator
University of Waterloo
Waterloo, ON
- Full-time
The Administrative Coordinator reports to the Managing Director and provides communications and administrative support for the Intact Centre on Climate Adaptation. The Coordinator is…
Added 2 hours ago
UO
Director, Information Systems
University of Waterloo
Waterloo, ON
- Full-time
The Director, Information Systems, is responsible for planning, design, development, implementation and support of sustainable and secure information system and technology services to the…
Added 2 hours ago
Project SCM Manager
Subsea7
St. John's, NL
In this role, you will oversee the Supply Chain Management strategy and execution for large scale subsea projects. Working across both FEED and project execution phases, you will provide…
Added 2 hours ago
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Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Ensures that client issues are dealt with in an efficient manner, informing the Director of Operations of any concerns that may arise.
Added 2 hours ago
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Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Ensures that client issues are dealt with in an efficient manner, informing the Director of Operations of any concerns that may arise.
Added 2 hours ago
MS
Consultant Conversion - Cloud & Infra Eng III : Job Level - Director
Morgan Stanley
Montreal, QC
- Full-time
We’re seeking someone to join our team as a Director, Martech Platform Engineering to provide technical leadership and strategic direction across the firm's enterprise marketing technology…
Added 2 hours ago
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Consultant Conversion - Lead Cybersecurity Eng : Job Level - Director
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Montreal, QC
- Full-time
…communities. This is a Lead Cybersecurity Engineering position at Director level, which is part of the job family responsible for cybersecurity architecture, engineering, implementation,…
Added 3 hours ago
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Procurement Director
DataOne
Quebec, QC
- Full-time
DataOne develops and operates high-density data centers for artificial intelligence workloads. The Director of Procurement leads procurement strategy and execution across the United States…
Added 3 hours ago
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Webber - HR Operations Specialist - Infrastructure Management
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Ottawa, ON · CAN - Webber - Infra - Ottawa
- Full-time
…Infrastructure Recruiter position reports to our HR Business Director, supporting all North America (U.S. & Canada) hiring initiatives. This recruiter will be responsible for sourcing and…
Added 3 hours ago
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Director, Data Science
Capital One
Toronto, ON
- Full-time
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Director, Data Science
Added 3 hours ago
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Manager, Programming
CBC/Radio-Canada
Regina, SK
- Full-time
…pivotal time in the province’s history. You will report to the Director, Journalism and work alongside CBC Saskatchewan’s leadership team to execute the station’s editorial vision on our…
Added 3 hours ago
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Human Resources Manager, (People & Culture) (English Services) (Hybrid/Telework)
CBC/Radio-Canada
Toronto, ON
- Full-time
Reporting to the Senior Director, Human Resources, you will serve as a key member of the leadership team for English Services client groups such as Marketing, Communications & Brand, Public…
Added 3 hours ago
C
Human Resources Manager (English Services) (People & Culture)
CBC/Radio-Canada
Toronto, ON
- Full-time
Reporting to the Senior Director, Human Resources (English Services / News), you will serve as a key member of the leadership team for CBC News Ontario. Your deep expertise and broad…
Added 3 hours ago
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Strategy Development Principal
SGI
Tisdale, SK · Lloydminster, SK · Swift Current, SK · North Battleford, SK · Meadow Lake, SK · Estevan, SK · Regina, SK · Moose Jaw, SK · Kindersley, SK · Prince Albert, SK · Weyburn, SK · Yorkton, SK · Saskatoon, SK
- Full-time
Division: Corporate Strategy and Stakeholder Experience
Added 3 hours ago
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AI Workflow & Operations Intern
Semtech
Richmond, BC · CAN - Richmond, BC
- Full-time
…within Sales Operations. You will work directly with the Senior Director of Global Sales Operations to design, test, and document AI-enabled workflows that improve efficiency, consistency,…
Added 4 hours ago
RS
Gestionnaire principal de la location/Senior Manager Rental
Ryder Supply Chain Solutions
Dorval, QC
- Full-time
Added 4 hours ago
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VP, Strategy and Operations
RELX
Toronto, ON · Canada - Toronto (Sheppard Ave)
- 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…

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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