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Added 41 mins ago
Dev Ops Engineer (Student Position)
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
Gain exposure to a broad range of technology disciplines, including infrastructure, software development, operations, automation, and quality assurance
Added 1 hour ago
Engineer - Methods
Mitsubishi Heavy Industries, Ltd.
Mississauga, ON
Reporting to the Manager – Product Definition, the Engineer - Methods develops manufacturing integration concepts, determines assembly process/sequence, manufacturing bill of materials, and…
Added 1 hour ago
Q
Cypress Automation Engineer
Qualitest
Canada
- Full-time
Formerly Qualitest, QualityAI is seeking a highly motivated Cypress Automation Engineer to join our Quality Engineering team. In this role, you will be responsible for designing,…
Added 1 hour ago
IB
Quality Assurance Engineer
IEG Business Solutions
Montreal, QC
- Full-time
IEG is looking for a detail-oriented and analytical Quality Assurance (QA) Engineer to join our team in Montréal.
Added 1 hour ago
A
Staff Developer
AtkinsRéalis
Toronto, ON · Montreal, QC
- Full-time
…Analytics team delivers enterprise data platforms, analytics, automation, and AI capabilities that support critical business processes across finance, operations, projects, people, and…
Added 2 hours ago
FG
QA Automation Engineer
Flynn Group of Companies
Mississauga, ON
- $70,000 to $80,000 CAD / year
- Full-time
Flynn Group of Companies, North America’s leading building envelope contractor, is looking for a QA Automation Engineer to work from our Mississauga location reporting to Manager, Custom…
Added 2 hours ago
V
Senior NPI Engineer
Voltera
Waterloo, ON
- Full-time
Background or hands-on experience in Electrical Engineering, Quality Assurance, or Software Engineering (specifically related to test automation/scripting).
Added 3 hours ago
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Senior Instrumentation Control and Electrical Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…highly motivated Senior Instrumentation, Control & Electrical Engineer to join our Retube Tooling & Field Services team. This role provides an exciting opportunity to contribute to the…
Added 3 hours ago
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Servicing Delivery Lead
Capital One
Toronto, ON
- Full-time
Lead, mentor, and scale a multi-tiered organization comprising direct associates, onshore contractors, and a broad team of Quality Assurance analysts.
Added 3 hours ago
S
Senior Data Engineer
Scene+
Toronto, ON
- Full-time
Reporting to the Senior Manager, Data Engineering and Data Governance, we are looking for a Senior Data Engineer who will play a pivotal role in shaping the next generation of Scene+’s data…
Added 4 hours ago
DC
Lead Electrical Engineer
Danaher Corporation
Burnaby, BC · CAN - Burnaby - Cytiva
- Full-time
The Lead Electrical Engineer will play a key role in the design, development, and continuous improvement of electrical systems for advanced industrial automation equipment, including…
Added 4 hours ago
TH
QA Automation Engineer (Askuity division)
The Home Depot
Toronto, ON
- Full-time
We are looking for a dynamic QA Automation Engineer, eager to deliver high quality SaaS based products. As a member of the Product Development team at Askuity, you will help design and…
Added 4 hours ago
IF
Data Engineer, Investments
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
As a Data Engineer, you will play a key role in the design, industrialization, and optimization of modern data pipelines on the Google Cloud platform. You will actively contribute to…
Added 8 hours ago
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Production Supervisor - 1st shift (ETO)
Rockwell Automation
Cambridge, ON · Canada Cambridge (Dundas)
- Full-time
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world…
Added 9 hours ago
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Lead Quality Engineer - Data
RBC
Toronto, ON
- Full-time
The Lead Data Quality Engineer is responsible for creating and executing comprehensive data testing strategies and solutions, with focus on data validation, integrity testing, and quality…
Added 17 hours ago
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AI Software Development Engineer in Test
Trimble Inc.
Kamloops, BC · Canada - Kamloops, BC
- Full-time
Software Developer Engineer in Test, SDET, AI Test Engineer, Quality Assurance Engineer, Test Automation, Machine Learning QA, Python, LLM Testing, Model Context Protocol, Construction…
Added 18 hours ago
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Intermediate Electrical Designer
Juno Engineering Canada Inc.
Calgary, AB
- Full-time
…Electrical Designer to support the development, coordination, and quality of E&I drawing deliverables produced by our internal design and drafting…
Added 18 hours ago
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Senior Electrical Designer
Juno Engineering Canada Inc.
Calgary, AB
- Full-time
…Electrical Designer to support the development, coordination, and quality of E&I drawing deliverables produced by our internal design and drafting…
Added 18 hours ago
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QA Engineer
Vivid Machines
Toronto, ON
- Full-time
As an Intermediate QA Engineer, you will own the end-to-end Software Testing Life Cycle across our whole product: web applications, mobile apps, backend services, and the camera hardware…
Added 18 hours ago
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Lead Quality Engineer - Data
Royal Bank of Canada
Toronto, ON
- Full-time
The Lead Data Quality Engineer is responsible for creating and executing comprehensive data testing strategies and solutions, with focus on data validation, integrity testing, and quality…
Added 19 hours ago
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AI Software Development Engineer in Test
Trimble Inc.
Kamloops, BC
- Full-time
Software Developer Engineer in Test, SDET, AI Test Engineer, Quality Assurance Engineer, Test Automation, Machine Learning QA, Python, LLM Testing, Model Context Protocol, Construction…
Added 20 hours ago
GIS Summer Student, Potash | Talent Pool
BHP
Canada
Assist with spatial data collection, validation, analysis, and quality assurance activities.
Added 23 hours ago
VC
Quality Engineer
V-Soft Consulting Group, Inc.
Mississauga, ON
- Contract
6-8 years of QA experience with a combination of manual & automation testing
Added 1 day ago
SD
Full Stack AI Engineer
Symbiotic Digital
ON · Downtown Toronto (Central Bay Street), Ontario
- Contract
conducting code reviews and applying software quality assurance practices.
Added 1 day ago
L
Senior QA Automation Engineer – Cypress
LTM
Mississauga, ON
- $103,554 to $115,200 CAD / year
- Full-time
Title: Senior QA Automation Engineer – Cypress

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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