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Added 14 mins ago
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Director, MEP & Electrical Infrastructure, Bell AI Fabric
Bell
Calgary, AB
- Full-time
…advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private…
Added 14 mins ago
Q
Project Engineer - Substation
Qualus
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
We are committed to a secure and transparent hiring process. We do not request payment or sensitive personal information, such as Social Security numbers or banking details, during the…
Added 14 mins ago
EN
Pipeline Integrity Technician
Echo NDE
AB · Edmonton, AB
- Full-time
Organize and report inspection results & communicate results to the responsible engineer.
Added 14 mins ago
PC
Rotating Equipment Reliability Engineer/Specialist (6-Month Term)
Parkland Corporation
Burnaby, BC
- Other
As of November 1, 2025, Sunoco LP has successfully completed its acquisition of Parkland Corporation. For more information, please visit www.sunocolp.com.
Added 14 mins ago
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Data Quality Engineer
Hays
Toronto, ON
- Contract
A leading organization is seeking a highly skilled and experienced Senior Quality Engineer to join its Enterprise Technology and Data team.
Added 42 mins ago
RM
Manager, Mechanical
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- Full-time
Build strong relationships across departments and with external partners to ensure alignment, information sharing, and successful operational outcomes.
Added 45 mins ago
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Information Security Analyst (Detection Engineer)
TD
Toronto, ON
- Full-time
We are seeking a Senior Information Security Analyst to support enterprise cybersecurity monitoring, detection engineering, and security operations improvement. This role will help develop…
Added 45 mins ago
T
Information Security Analyst II ( Social Engineer Threat Analyst)
TD
Toronto, ON
- Full-time
…messaging, and online channels. The role operates within established information security, operational risk, and regulatory frameworks while helping drive continuous improvement of…
Added 45 mins ago
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Senior Test Development Engineer
Jabil
Ottawa, ON · CAN - Ottawa
- Full-time
…hiring process. Jabil will not ask for your personal identifying information such as a social security number, birth certificate, financial institution, driver’s license number or passport…
Added 45 mins ago
Principal Systems Engineer
Mott MacDonald
Toronto, ON
Public Address and Public Visual Information Systems
Added 1 hour ago
CI
Principal Engineer, Risk and TFM Technologies
CPP Investments | Investissements RPC
Toronto, ON
- Full-time
As Principal Engineer, Risk & Total Fund Management Technology, you will define architectural direction and elevate engineering excellence across critical investment technology platforms…
Added 1 hour ago
Principal Offensive Security
Varicent
Toronto, ON
We're looking for a Principal Offensive Security engineer to be the senior technical authority for our offensive security practice across applications, cloud environments, enterprise…
Added 1 hour ago
Senior Software Development Engineer, AWS Eventbridge
Amazon
Vancouver, BC
We're looking for a senior engineer who can own the design and delivery of large, complex systems and raise the technical bar across the team. As a Senior Software Development Engineer,…
Added 1 hour ago
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Cloud Software Engineer
Actalent
Ottawa, ON
- $88 to $111 CAD / hour
- Contract
…enterprise platform integrates vehicle telemetry, diagnostic information, engineering artifacts, manufacturing evidence, service data, and software lifecycle signals to provide actionable…
Added 1 hour ago
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Software Engineer II, Platform
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Toronto, ON
- Full-time
At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions,…
Added 1 hour ago
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Lead Electrical Engineer
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Mississauga, ON · Pickering, ON
- Full-time
We are seeking an experienced Lead Electrical Engineer to play a key role in the delivery of a first-of-a-kind Small Modular Reactor program in Ontario. This position offers the opportunity…
Added 1 hour ago
PX
Sr. Data Platform Engineer
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- Full-time
We are seeking a Senior Data Platform Engineer for our enterprise client. This is a senior, hands-on role focused on modernizing and strengthening a data platform built around Snowflake,…
Added 1 hour ago
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DevOps Engineer - New Grad (January 2027)
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Toronto, ON
- Full-time
Contribute to cloud security, monitoring, and operational best practices.
Added 1 hour ago
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Manager, Mechanical
Armstrong Collective
Kamloops 1, BC
- Full-time
Build strong relationships across departments and with external partners to ensure alignment, information sharing, and successful operational outcomes.
Added 1 hour ago
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Principal Application DevOps Engineer, AI & Automation
Entrust
Canada
- Full-time
…on-premises cloud infrastructure. The Principal Application DevOps Engineer, AI & Automation will bring an application-first engineering perspective to Cloud Services and serve as a key…
Added 1 hour ago
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Spécialiste Tests Electrique EGSE (Intermédiaire)
SII Canada
Montreal, QC
- Full-time
We are looking for an Electronics Test Equipment Engineer to contribute to the development, integration, and validation of ground support equipment used for complex electronic systems in a…
Added 1 hour ago
JS
Full Stack Engineer
JENOPTIK Smart Mobility Solutions
Vancouver, BC
- $95,000 to $106,000 CAD / year
- Full-time
Jenoptik Light & Safety builds the civil security and smart city systems used by agencies across North America and Europe. We're looking for a full-stack developer to build and maintain the…
Added 1 hour ago
E
Principal AI Platform Engineer
Epiq
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…thousands to millions of records. As a Principal AI Platform Engineer, you will design and build the platform our AI agents and accelerators run on, including orchestration, retrieval,…
Added 1 hour ago
DT
Mainframe CICS / MQ Engineer
DXC Technology
Toronto, ON
- Full-time
We are seeking an experienced Mainframe CICS / MQ Engineer to support and maintain enterprise CICS and MQ environments on z/OS. This role focuses primarily on CICS system programming, with…
Added 1 hour ago
Back-End Delivery Manager
Government of Alberta
AB
A university degree in a related field (e.g., Computer Science, Computer Engineering, Information Technology, Management Information Systems), supplemented by four (4) years of…

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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