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Added 11 mins ago
MC
Senior Project Manager
MENARD Canada Inc.
Vancouver, BC
- Full-time
Menard Canada is a national leader in ground improvement and geotechnical construction solutions. With offices and operations across Canada, Menard delivers innovative and sustainable…
Added 11 mins ago
GR
Completions Engineer
Greenfire Resources
Calgary, AB
- Full-time
The Completions Engineer is responsible for the design, execution, and continuous improvement of thermal well completions supporting Greenfire Resources SAGD operations. This role provides…
Added 11 mins ago
AP
Business Intelligence Engineer
Arobas Personnel
Toronto, ON
- Full-time
Arobas Personnel is seeking a Business Intelligence Engineer for a mandate with one of its clients located in Toronto.
Added 11 mins ago
AP
Senior Business Intelligence Engineer
Arobas Personnel
Toronto, ON
- Full-time
Arobas Personnel is seeking a Senior Business Intelligence Engineer for a mandate with one of its clients located in Toronto.
Added 11 mins ago
E
Field Service Engineer
Ecolab
Calgary, AB
- Full-time
The Field Service Engineer supports customers globally and reports to the Manager, Field Service Operations. The Field Service Engineer is responsible for aspects of deployments,…
Added 11 mins ago
O
Cloud Engineer
OpsGuru
Canada
- Contract
Role Title: Senior GCP Platform Enablement Engineer
Added 11 mins ago
GS
Legacy Infrastructure Vulnerability Engineer
GraceMark Solutions
ON · Ontario, Canada
- $45 to $55 USD / hour
- Contract
The Legacy Infrastructure Vulnerability Engineer will manage vulnerability remediation across traditional enterprise technology estates, with primary focus on Windows, Linux, Active…
Added 11 mins ago
P&
Architecte de données / Data Architect
Pratt & Whitney
Longueuil, QC
- Full-time
…passagers et de marchandises aux services médicaux d’urgence, aux opérations humanitaires et à la lutte contre les feux de forêt, partout dans le…
Added 13 mins ago
V
Product Manager
Vasco
Remote, Canada
- Full-time
- Remote
Experience. You bring 5+ years of relevant product experience in B2B software. Adjacent paths, such as engineer or designer turned PM, count when the product calls were yours.
Added 13 mins ago
SC
Senior Mining Engineer
SLR Consulting
Sudbury, ON
- Full-time
As a Senior Mining Engineer, you’ll play a key role in the growth of our mining backfill engineering services business and team. You’ll focus on all aspects of underground operations life…
Added 13 mins ago
Class 4 Maintenance/Relief Engineer
Molson Coors
Chilliwack, BC
The Maintenance Relief Engineer is responsible for completing Scheduled Maintenance on all assigned equipment, as well as supporting the day-to-day operations of the Utilities Department.…
Added 23 mins ago
A
Sr. Support Operations Manager
Ashby
Canada
- Full-time
…we've built out dedicated functions to support it: a Systems Engineer keeping our tooling running, a Workforce Management practice ensuring we have the right coverage at the right times, a…
Added 23 mins ago
LC
Industrial Engineer, Retail Technology Optimization
Loblaw Companies Limited
Brampton, ON
- Full-time
…business value. We spend time with frontline colleagues and Store Operations to understand how work happens in real store environments, identify friction and unnecessary effort, and help…
Added 23 mins ago
S
Ingenieur Qualite / Quality Engineer
Safran
Kirkland, QC
- Full-time
Added 26 mins ago
B
Account Executive - Full-Cycle (North America)
Botpress
Montreal, QC
- Full-time
…accounts you've picked. You'll have a dialer, a CRM, a Solutions Engineer, and a lot of room to decide how you…
Added 26 mins ago
CL
Senior AI Engineer
Charger Logistics Inc.
Brampton, ON
- Full-time
We are looking for a highly motivated Sr. AI Engineer to join our team based out of our Brampton office and contribute to the development of AI-driven solutions for various departments.…
Added 26 mins ago
C
Bldg Engineer
CBRE
AB · Edmonton, AB
- Full-time
As a CBRE Building Engineer, you will be responsible for monitoring, maintaining and repairing building system operations and the performance of various areas including plumbing,…
Added 27 mins ago
Aircraft Maintenance Engineer Apprentice
Keewatin Air LP
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Complying with safety and regulatory standards in all work operations.
Added 27 mins ago
PC
Process Engineer
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Saskatoon, SK
- Full-time
This is a career-defining opportunity for an ambitious and technically strong Process Engineer to join one of Canada's most exciting new uranium developments and play a pivotal role in…
Added 27 mins ago
Corporate Liability Engineer
Canadian Natural
Calgary, AB
…closure targets and ensure compliance across Canadian Natural’s…
Added 27 mins ago
Co-op/Intern - Electrical Engineer
Gerdau
Selkirk, MB
…network of mini-mills, scrap recycling facilities and downstream operations offering a diverse and balanced product mix of merchant steel, rebar, structural shapes, fabricated steel, flat…
Added 27 mins ago
Full Stack Engineer, Client Performance and Management Information (CPMI)
HSBC Global Services Limited
Toronto, ON
Join the Client Performance and Management Information (CPMI) technology team in Toronto as a Software Engineer focused on full stack development across JavaScript, Node.js, and modern…
Added 43 mins ago
I(
Senior Aeronautical Structural Engineer
ITPS (Canada) LTD
London, ON
- Full-time
ITPS Canada is seeking an experienced Senior Aeronautical Structural Engineer to support the design, development, modification, and certification of aircraft and airborne systems across a…
Added 54 mins ago
PE
Process Engineer
Paladin Energy
Saskatoon, SK
- Full-time
This is a career-defining opportunity for an ambitious and technically strong Process Engineer to join one of Canada's most exciting new uranium developments and play a pivotal role in…
Added 54 mins ago
AE
Senior Long-Term Mining Engineer, Underground
Agnico Eagle Mines Limited
Dobie, ON
- Full-time
…gold producer in the world. It produces precious metals from operations in Canada, Australia, Finland and Mexico and has a pipeline of high-quality exploration and development projects.…

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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