Find work in Canada.

322,908 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 1 hour ago
DC
Civil Land Development Engineer
Dillon Consulting Limited
Calgary, AB
- Full-time
Dillon’s Land Development Business Unit is looking for a Civil Land Development Engineer to fill an existing vacancy within our multidisciplinary team of professionals . You will have the…
Added 3 hours ago
CC
Senior Salesforce Engineer
Canadian Cancer Society
Prince George, BC
- Full-time
We are seeking a hands-on Salesforce Platform and AI Engineer to design, build, and scale secure, data-driven solutions that advance CCS’s mission. This role combines Salesforce…
Added 3 hours ago
CC
Senior Salesforce Engineer
Canadian Cancer Society
Kelowna, BC
- Full-time
We are seeking a hands-on Salesforce Platform and AI Engineer to design, build, and scale secure, data-driven solutions that advance CCS’s mission. This role combines Salesforce…
Added 5 hours ago
H
Mechanical Engineer
Hays
Ottawa, ON
- Full-time
Mentor junior technical staff where appropriate.
Added 6 hours ago
H
Structural / Building Science Engineer
Hays
Vaughan, ON
- Full-time
This role will suit an engineer who enjoys a diverse portfolio rather than being restricted to a single niche. The successful candidate will gain exposure to a blend of:
Added 8 hours ago
F
Civil Lead Engineer- Mining and Metals
Fluor
Vancouver, BC
- Full-time
Minimum 2 years of experience as Lead Engineer in a mining and Metal project
Added 8 hours ago
F
Building Services Design Engineer
Fluor
Vancouver, BC
- Full-time
Added 8 hours ago
Q
Sr Staff AI Software Engineer
Qualcomm
Markham, ON
- Full-time
…smarter, connected future for all. As a Qualcomm Machine Learning Engineer, you will create and implement machine learning techniques, frameworks, and tools that enable the efficient…
Added 8 hours ago
A
Senior Structural Engineer
Ausenco
Burlington, ON
- Full-time
Be able to work directly with drafting staff in order to produce detailed drawing packages.
Added 8 hours ago
J
Manager of Projects (MOP)
Jacobs
Ottawa, ON
- $168,600 to $221,325 USD / year
- Full-time
Ensure PMs work with Operational/Group/Design Leaders for assignment of appropriate staff to projects #epjobs #naepjobs
Added 9 hours ago
J
Manager of Projects (MOP)
Jacobs
Calgary, AB
- $168,600 to $221,325 USD / year
- Full-time
Ensure PMs work with Operational/Group/Design Leaders for assignment of appropriate staff to projects #epjobs #naepjobs
Added 10 hours ago
SI
Staff Cloud Security Engineer
Scribd, Inc.
Toronto, ON · Vancouver, BC
- Full-time
As a Staff Cloud Security Engineer, you'll help shape the technical direction of Cloud Security and drive complex architectural investments across our AWS and GCP environments. You'll work…
Added 10 hours ago
J
Manager of Projects (MOP)
Jacobs
Toronto, ON
- $168,600 to $221,325 USD / year
- Full-time
Ensure PMs work with Operational/Group/Design Leaders for assignment of appropriate staff to projects #epjobs #naepjobs
Added 10 hours ago
J
Manager of Projects (MOP)
Jacobs
Winnipeg, MB
- $168,600 to $221,325 USD / year
- Full-time
Ensure PMs work with Operational/Group/Design Leaders for assignment of appropriate staff to projects #epjobs #naepjobs
Added 11 hours ago
J
Manager of Projects (MOP)
Jacobs
AB · Edmonton, AB
- $168,600 to $221,325 USD / year
- Full-time
Ensure PMs work with Operational/Group/Design Leaders for assignment of appropriate staff to projects #epjobs #naepjobs
Added 12 hours ago
TM
Manager, New Product Introduction
Trudell Medical International
London, ON
- Full-time
Ensure staff have clarity of expectations through the delivery of objectives and understanding key deliverables
Added 12 hours ago
TM
Manager, Engineering - Design Support & Sustaining
Trudell Medical International
London, ON
- Full-time
Ensure staff have clarity of expectations through the delivery of objectives and understanding key deliverables
Added 12 hours 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 12 hours ago
SP
Professor, Part-Time
Seneca Polytechnic
Toronto, ON · North York, ON
- Part-time
Professional Engineer (P.Eng.) designation is considered a strong asset, particularly for candidates with experience applying AI in engineering or technology environments.
Added 12 hours ago
KG
Senior Water Resources Engineer
KGS Group
Mississauga, ON
- Full-time
…Our team of engineers, scientists, technologists and support staff is dedicated to excellence in engineering and project…
Added 13 hours ago
N
Staff Optical Engineer
Nokia
Ottawa, ON · Kanata, ON
- Full-time
As a Staff Optical Design Verification Test (ODVT) Engineer, you will lead the comprehensive testing, validation, and performance characterization of the next generation of coherent…
Added 13 hours ago
TR
JREQ203081 Staff Software Engineer I (Open)
Thomson Reuters
Toronto, ON
- Full-time
The CoCounsel Agent Context team is seeking a Staff Software Engineer to set the technical direction for Content Tools - the purpose-built APIs that give AI agents precise, governed access…
Added 13 hours ago
E
Staff Eng, API Design & Governance
eBay
Toronto, ON
- Full-time
We are hiring a Staff Engineer, API Design & Governance to help shape the architecture, quality, and long-term evolution of the systems and APIs that power these experiences. This is an…
Added 13 hours ago
M
Software Engineer II, Core Edge Processing
Marqeta
Remote, Canada
- Full-time
- Remote
As Marqeta's Software Engineer II on the Core Edge Processing team, you will write and ship production code at the heart of our processing systems, learning alongside senior engineers on a…
Added 13 hours ago
M
Staff Software Engineer - Core Edge Processing
Marqeta
Remote, Canada
- Full-time
- Remote
As Marqeta's Staff Software Engineer on the Core Edge Processing team, you will write and review production code at the heart of our processing systems, drive the initiatives that make them…

Fortra

Director, Technical Support - Cybersecurity

Canada

Expected Compensation: CAD $180,000 - $240,000 · Full-time

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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

Report this job