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Added 12 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $75,000 to $95,000 CAD / year
- Full-time
Provide product demonstrations and technical guidance on life safety and security systems such as fire alarms, video surveillance, access control, and intrusion detection.
Added 12 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $70,000 to $90,000 CAD / year
- Full-time
Provide product demonstrations and technical guidance on life safety and security systems such as fire alarms, video surveillance, access control, and intrusion detection.
Added 12 mins ago
S
Senior Data Engineer
Scene+
Toronto, ON
- Full-time
This is an opportunity to influence technical direction, collaborate deeply across analytics, marketing, product, and governance teams, and strengthen our organization’s ability to operate…
Added 26 mins ago
AS
Project Manager
AgileGrid Solutions
Canada
- Full-time
…initiatives. This position offers an exciting opportunity to lead projects that significantly impact our product lines and industry standing, allowing you to demonstrate your expertise and…
Added 26 mins ago
CP
Senior Engineering Manager
Canada Packers Inc.
Brandon, MB
- Full-time
As Senior Manager, Engineering, you will lead the engineering function at our Brandon facility and oversee a diverse portfolio of capital projects - from smaller site improvements to major…
Added 27 mins ago
Supply Chain Manager
Excelitas Technologies
Mississauga, ON
Our facility in Mississauga, Ontario has key positions in Sales, Marketing, Research & Development, Engineering, Manufacturing, Customer Support and other disciplines. Operating since 1984,…
Added 27 mins ago
JC
Payments Merchant Services - Relationship Manager - Senior Associate
JPMorgan Chase & Co.
Toronto, ON
- Full-time
…partnerships with rising fintech’s to expand our client base and product…
Added 42 mins ago
M
Product Assurance Manager
MDA
Sainte-Anne-de-Bellevue, QC
- Full-time
Ensure the implementation and compliance of the program's product assurance plan, including adherence to specifications, cost and delivery date.
Added 55 mins ago
IG
Change Manager
Insight Global
Toronto, ON
- $68 to $70 CAD / hour
- Contract
- Experience within Agile or Product delivery environments.
Added 55 mins ago
MH
Strategic Sourcing Lead
Manitoba Hydro
Winnipeg, MB
- Full-time
Reporting to the Manager of SCM - Strategic Sourcing, the Strategic Sourcing Lead, is responsible for the development and execution of sourcing strategies and complex procurement activities…
Added 56 mins ago
Maintenance Automation Supervisor
Flex-N-Gate
Windsor, ON
Experience of participation in a product development team from inception to manufacturing launch including evidence of the imposition of DFM/A into the design.
Added 56 mins ago
DC
Sr. Software Project Manager (Scaled Agile /Device Development)
Danaher Corporation
Guelph, ON · Toronto, ON · Concord, ON · CAN - Concord - AB Sciex LP
- Full-time
Lead planning activities for concurrent hardware and software development programs requiring coordinated integration, validation, and commercial release readiness. Support platform…
Added 56 mins ago
TH
NIGHT OPERATIONS ASSISTANT STORE MANAGER- BRADFORD STORE
The Home Depot
Canada
- Full-time
Lead and utilize the Chalk Talk process to communicate store sales, event and promotional activity (Monthly Playbook) to all store associates with a particular focus on Process Team…
Added 56 mins ago
TH
SR MANAGER MERCHANDISING PRODUCT MANAGEMENT CAN
The Home Depot
Canada
- Full-time
Lead the product management team in managing merchandising solutions required to deliver business value to drive sales.
Added 56 mins ago
TH
Operations Assistant Manager- 7024 Barrie- 12 Months Contract
The Home Depot
Barrie, ON
- Full-time
…store associates, sales, customer service, safety standards, product availability, store appearance, and profitability of a retail store. Each ASM has direct responsibility for a specific…
Added 56 mins ago
H
Brand Marketing Manager
Hush
Toronto, ON
- Full-time
Lead integrated marketing campaigns from concept through execution, bringing together owned, earned, and paid channels around a single strategy, narrative, and timeline
Added 1 hour ago
Product Developer
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
ALDO Product Services (APS) partners with major global retailers to deliver branded wholesale, private label, and sourcing solutions. As Product Developer, you’ll support communication…
Added 1 hour ago
IF
REEE Technician Student
iA Financial Group
Quebec, QC
- Full-time
…caring and trustworthy organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and…
Added 1 hour ago
IF
Internal Wholesaler
iA Financial Group
Vancouver, BC
- Full-time
…within a caring and trusted organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and…
Added 1 hour ago
IF
Senior Advisor, Promotion
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
…within a caring and trusted organization. Here, people and their development are at the heart of our priorities, creating an environment that fosters collaboration and…
Added 1 hour ago
V
Senior Mechanical Designer
Voltera
Waterloo, ON
- Full-time
Our first product, the V-One PCB printer, integrates drilling through-holes, printing conductive materials, dispensing solder paste, and reflowing circuits to enable fast iteration of…
Added 1 hour ago
LC
Engineer - Project
Linamar Corporation
Guelph, ON
- Full-time
Linamar Corporation is a Canadian-founded global manufacturer, renowned for its advanced engineering and innovative product development across diverse industries and markets. Our journey…
Added 1 hour ago
R
Associé aux ventes internes II - Inside Sales Associate II
Resideo
Montreal, QC · LACHINE, QUEBEC
- Full-time
…about our culture of performance, customer service, employee development, and endless opportunities. This position is not eligible for visa…
Added 1 hour ago
CC
Global Account Manager
Cogent Communications
Toronto, ON
- Full-time
Commission: Commissions are earned on each sale based on product type:
Added 1 hour ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
Commission: Commissions are earned on each sale based on product type:

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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