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Added 23 mins ago
Geotechnical Field Engineer/Inspector (Construction Support)
Mott MacDonald
Toronto, ON
We are looking for a talented, motivated, and experienced Geotechnical Field Engineer/Inspector (Construction Support) to support an iconic construction project in GTAA. In this position,…
Added 23 mins ago
Senior Geotechnical Engineer / Lead Inspector
Mott MacDonald
Toronto, ON
We are excited to be looking for a talented, motivated, and experienced Senior Geotechnical Field Engineer/Inspector (Construction Support) to support an iconic construction project in…
Added 38 mins ago
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Project Engineering Coordinator
AtkinsRéalis
Pickering, ON
- Full-time
Aid with trade and quality staff training during the training phase of the project.
Added 38 mins ago
CO
Staff Software Engineer
Capital One
Toronto, ON
- Full-time
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Staff Software Engineer
Added 52 mins ago
C
Electrical Engineer / System Integrator
Canal
North Vancouver, BC
- Full-time
Designation as a Professional Engineer (P. Eng) or Professional Project Manager (PMP) is an asset
Added 52 mins ago
PL
SCADA and Communications Specialist
PSG leadership Inc.
Ajax, ON
- Full-time
…devices and communication systems + Assist users and field staff with troubleshooting and resolution of technical network/communication issues related to automation devices and…
Added 1 hour ago
W
Associate Technical Consultant
Worley
Calgary, AB · Edmonton, AB
- Full-time
Principal Process Automation & Controls Engineer
Added 1 hour ago
Electrical Controls Engineer
Florida Crystals / ASR Group
Toronto, ON
The Electrical Controls Engineer is responsible for maintaining instrumentation, electrical and control systems in support of plant production, quality, GMP and safety goals. Design and…
Added 1 hour ago
Application & Infrastructure Analyst III /Team Lead - Mission Critical Development
City of Edmonton
AB
Coach and mentor staff, promote knowledge sharing and cross-training, and reduce single-person dependencies across mission-critical systems.
Added 1 hour ago
BH
Mechanical Division Manager - Generation Engineering
BC Hydro
Burnaby, BC
- $158,900 to $200,900 CAD / year
- Full-time
…approximately 50 professional, technical, and administrative staff. The role provides strategic leadership, technical direction, and expert advice to senior management on mechanical…
Added 1 hour ago
B
Senior Mechanical Engineer
BGIS
Markham, ON
- Full-time
The Senior Mechanical Engineer will be a member of the Professional Services team and be able to work independently on Heating, Ventilation and Air Conditioning (HVAC), plumbing, drainage,…
Added 2 hours ago
B
Senior Mechanical Engineer
BGIS
Markham, ON
- Full-time
The Senior Mechanical Engineer will be a member of the Professional Services team and be able to work independently on Heating, Ventilation and Air Conditioning (HVAC), plumbing, drainage,…
Added 2 hours ago
RS
Principal Software Engineer- RMJ (AI Accelerated)
Redwood Software
ON
- $150,000 to $170,000 CAD / year
…experience, with at least three to five years in a senior or staff software engineer role. This position requires proven experience in workload automation, job scheduling, and orchestration…
Added 2 hours ago
H
Biomedical Engineer Technologist
HealthCareersInSask.ca
Prince Albert, SK
- Full-time
The Saskatchewan Health Authority (SHA) is the largest employer in Saskatchewan, employing more than 45,000 staff in a dynamic healthcare environment. The Saskatchewan Health Authority…
Added 2 hours ago
H
Project Manager - Environmental Assessment
HDR
Toronto, ON
- Full-time
…together planners, engineers, architects, construction management staff, environmental, strategic communications, economists, management consultants and specialists across disciplines to…
Added 2 hours ago
EI
Highway Engineer
Egis in Canada
Toronto, ON
- $80,000 to $120,000 CAD / year
- Full-time
Highway Engineer is responsible for leading multidisciplinary transportation infrastructure projects. The role supports the planning, detailed design, coordination, and delivery of highway…
Added 2 hours ago
EG
Project Manager - Land Development (Toronto or Cambridge)
Egis Group
Toronto, ON
- $90,000 to $115,000 CAD / year
- Full-time
Mentor and develop staff, providing guidance to intermediate engineers, technologists, and interns to build technical capability, project management skills, and client service excellence.
Added 2 hours ago
EG
Vice President, Municipal Engineering
Egis Group
Toronto, ON
- Full-time
Maintain visible leadership within the Markham office through regular staff engagement and monthly updates highlighting team growth, project wins, key milestones, and staff achievements.
Added 2 hours ago
EG
Intermediate Civil Engineer - Major Projects (Toronto)
Egis Group
Toronto, ON
- $110,000 to $140,000 CAD / year
- Full-time
Our team is seeing an Intermediate Civil Engineer to support our Major Projects. To guarantee seamless project delivery, we provide an all-encompassing approach and a comprehensive array of…
Added 2 hours ago
EG
Project Manager, Senior Civil Engineer - Land Development
Egis Group
Ottawa, ON
- $115,000 to $140,000 CAD / year
- Full-time
Mentor and develop staff, providing guidance to intermediate engineers, technologists, and interns to build technical capability, project management skills, and client service excellence.
Added 2 hours ago
EG
Senior Civil Engineer - Land Development
Egis Group
Markham, ON
- $130,000 to $160,000 CAD / year
- Full-time
Our team is currently seeing an experienced Land Development Senior Civil Engineer. We boast a seasoned multi-disciplinary crew ready to support your land development endeavor. To guarantee…
Added 2 hours ago
EG
Senior Civil Engineer - Major Projects (Toronto or Hamilton)
Egis Group
Toronto, ON
- $150,000 to $180,000 CAD / year
- Full-time
Mentor and develop staff, providing guidance to intermediate engineers, technologists, and interns to build technical capability, project management skills, and client service excellence.
Added 2 hours ago
EG
Highway Engineer
Egis Group
Toronto, ON
- $80,000 to $120,000 CAD / year
- Full-time
Highway Engineer is responsible for leading multidisciplinary transportation infrastructure projects. The role supports the planning, detailed design, coordination, and delivery of highway…
Added 2 hours ago
EG
Senior Civil Engineer - Land Development
Egis Group
Ottawa, ON
- Full-time
Mentor and develop staff, providing guidance to intermediate engineers, technologists, and interns to build technical capability, project management skills, and client service excellence.
Added 2 hours ago
EG
MTO Highway Design Lead
Egis Group
Ottawa, ON
- Full-time
Provide technical guidance and mentorship to engineers, designers, and other technical staff.

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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