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Added 58 mins ago
R
Lead Quality Engineer - Data
RBC
Toronto, ON
- Full-time
Experience using AI tools like Copilot for test design or test automation
Added 2 hours ago
Specialist Product Ownership - BI Solution (12-months contract)
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
Job Title: Specialist Product Ownership - BI Solution (12-months contract)
Added 2 hours ago
K
Senior Customer Success Manager
Klue
Remote, Canada
- $90,000 to $130,000 CAD / year
- Full-time
- Remote
Hands-on experience with AI tools beyond basic usage: prompt design, workflow automation, or AI-assisted customer work.
Added 3 hours ago
A
Test Automation Analyst
Accenture
Mississauga, ON
- Full-time
Support the development, execution, and maintenance of automated test scripts using TypeScript and modern automation tools such as Playwright, Selenium, or WebdriverIO.
Added 4 hours ago
FV
Demand Generation Associate
Forum Ventures
Remote, Canada
- $90,000 to $110,000 CAD / year
- Full-time
- Remote
Tools: Familiarity with a marketing automation platform or CRM, such as HubSpot, is a plus. So is experience with LinkedIn ads.
Added 5 hours ago
I
Vice President of Product
IntouchCX
Winnipeg, MB
- Full-time
Experience in Product Management Lifecycle tools and methodologies.
Added 6 hours ago
DR
Sales & Customer Service Support
DMC Recruitment Group
Toronto, ON
- Full-time
…showroom needs. This role is designed as an entry point into Dark Tools, offering meaningful career growth opportunities within the lighting…
Added 6 hours ago
A
Embedded Software Developer
Actalent
Ottawa, ON
- $55 to $70 CAD / hour
- Contract
We are seeking an Embedded Software Developer to design, develop, and maintain high-performance embedded software solutions for advanced satellite ground segment systems. In this role, you…
Added 6 hours ago
T
Business Development Manager
Tavoron
Winnipeg, MB
- Full-time
About Tavoron: Tavoron is a leading industrial automation company providing automation, robotics, and compressed air solutions that help manufacturers improve efficiency, quality, and…
Added 6 hours ago
Q
AI Agent Engineer
Qlik
Canada
- $92,700 to $116,000 CAD / year
- Full-time
Develop automation pipelines using tools like n8n, integrating with core systems such as Salesforce to trigger the right interventions at the right moments
Added 6 hours ago
E
Senior Product Support Professional
Ericsson
Ottawa, ON
- Full-time
A Senior Product Support Professional joining our global RCE Customer Experience Technical Support Sector is accountable for providing superior RAN technical support expertise for customer…
Added 7 hours ago
KB
Product Growth Marketing Manager, Lifecycle & GTM Systems
KidKare by MinuteMenu
Canada
- Full-time
Orchestrate the GTM stack (CRM, app telemtry, data enrichment, and automation tools) so product, marketing, and sales data flow cleanly between systems.
Added 7 hours ago
K(
Retention Marketing Specialist
KITS.COM (TSX:KITS)
Vancouver, BC
- Full-time
WHAT YOU'LL DORetention Campaign ExecutionBuild, deploy, and optimize email and SMS campaigns: product launches, promotional windows, lifecycle triggers, and always-on messagingWrite the…
Added 8 hours ago
SC
Merchandising Capability Analyst
Sport Chek
Calgary, AB
- Full-time
Experience with digital tools, enterprise platforms, data and reporting solutions, automation, or AI-enabled capabilities is considered an asset.
Added 8 hours ago
O
Analyst, Derivative Operations
OMERS
Toronto, ON · Head Office Toronto
- Full-time
…role in middle office workflows including analyzing derivative product requirements across various markets, on-boarding and managing counterparties, vendors and new products as well as life…
Added 8 hours ago
TI
AI Software Development Engineer in Test
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Kamloops, BC · Canada - Kamloops, BC
- Full-time
Pioneer and advocate for modern AI test tools, best practices, and automation pipelines across the global QA community.
Added 9 hours ago
T
Data Scientist III - Financial Crimes Network Analytics (ATH 5556)
TD
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…risk insights, building visualization and decision-support tools for business…
Added 9 hours ago
SI
Staff Cloud Security Engineer
Scribd, Inc.
Toronto, ON · Vancouver, BC
- Full-time
…software engineers, infrastructure and platform teams, and product teams to identify and address security risks, build effective security controls, and enable engineering teams to move…
Added 9 hours ago
MC
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Kirkland, QC
- Full-time
Added 9 hours ago
E
Senior Product Support Professional
Ericsson
Ottawa, ON
- Full-time
A Senior Product Support Professional joining our global RCE Customer Experience Technical Support Sector is accountable for providing superior RAN technical support expertise for customer…
Added 9 hours ago
VM
QA Engineer
Vivid Machines
Toronto, ON
- Full-time
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Added 10 hours ago
NV
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Vancouver, BC · Greater Vancouver, BC
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Define recommended patterns for Delta Lake, medallion architecture, streaming, batch processing, and data product development.
Added 10 hours ago
UC
Digital Marketing & Email Designer
Uniqlo Canada
Toronto, ON
- $26 CAD / hour
- Full-time
Liaise with marketing automation and personalization partners to integrate their technologies, becoming a power-user of their tools
Added 10 hours ago
RB
Lead Quality Engineer - Data
Royal Bank of Canada
Toronto, ON
- Full-time
Experience using AI tools like Copilot for test design or test automation
Added 10 hours ago
'
Sr. Manager, Global FP&A
''
Toronto, ON
- Full-time
Analyze customer and product profitability using financial models, cost sheets, and data analytics tools to identify trends and opportunities.

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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