Find work in Canada.

322,038 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 49 mins ago
EE
Electrical Design Engineer
Express Employment Professionals - Cambridge
Cambridge, ON
- $90,000 to $110,000 CAD / year
- Full-time
We are looking for an Intermediate Electrical Design Engineer with 5-7 years experience. A significant part of that experience must be on Canadian building retrofit projects. The successful…
Added 49 mins ago
K
Senior Engineer (Mechanical/Piping Design)
Kinectrics
Kincardine, ON
- Internship
Reports to: Section Manager, Site Engineering and Design
Added 49 mins ago
E
Capacity Engineer Senior Associate
Equinix
Toronto, ON
- Full-time
The Capacity Engineer Senior Associate resolves a variety of data management, design, and drawings for installations within a moderate scope.
Added 49 mins ago
ME
Senior Mechanical Engineer
Morson Edge
Burnaby, BC
- Contract
…workload across capital projects, OMA work programs, and Owner’s Engineer review activities. The successful candidate will provide preliminary design, costing, inspection, and…
Added 1 hour ago
GC
Senior Marine Structural Engineer
GEMTEC Consulting Engineers & Scientists Limited
Fredericton, NB
- Full-time
Since 1986, GEMTEC has grown from a small New Brunswick geotechnical engineering, materials testing, and environmental engineering firm into a leading multidisciplinary company with offices…
Added 1 hour ago
WI
Lead Instrumentation & Control Engineer, Resources
WSP in Canada
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
…and heavy industrial clients across Canada. Our teams deliver engineering and project execution excellence across the full project lifecycle - from conceptual studies and detailed design to…
Added 1 hour ago
S
Senior Project Manager - Transportation Engineering & Planning
Stantec
Ottawa, ON
- Full-time
Provide technical guidance to traffic engineering and transportation planning staff
Added 2 hours ago
DC
Electrical Engineer
Dillon Consulting Limited
Halifax, NS
- Full-time
We are currently seeking an Electrical Engineer to join our Halifax team. As our pipeline of new and ongoing projects continues to expand, you will have the opportunity to make an immediate…
Added 3 hours ago
HR
Technical Safety Specialist
Hitachi Rail
Toronto, ON
- Full-time
The Safety Engineering department is responsible for the safety of the products and project solutions developed and deployed by the Urban Rail Signaling business line and compliance to…
Added 3 hours ago
HR
Technical Safety Specialist
Hitachi Rail
Burnaby, BC
- Full-time
The Safety Engineering department is responsible for the safety of the products and project solutions developed and deployed by the Urban Rail Signaling business line and compliance to…
Added 4 hours ago
MN
Signaling Engineer
Matchtech North America
ON · Ontario, Canada
- Full-time
Matchtech is seeking a Signaling Engineer to join our clients Rail & Transit team. Reporting to Manager, Rail Systems Engineering, the Senior Signals Engineer / Specialist will work…
Added 4 hours ago
MN
System Engineer
Matchtech North America
Toronto, ON · Greater Toronto Area, Canada
- Full-time
These positions are looking for permanent staff to work on high profile railway and transit projects on a hybrid basis.
Added 4 hours ago
UO
Project Manager, WUSA
University of Waterloo
Waterloo, ON · General Services Complex
- Full-time
Facilities - Design and Construction Services
Added 6 hours ago
A
Senior Geotechnical Engineer
AtkinsRéalis
Toronto, ON · Vaughan, ON
- Full-time
This is a great opportunity for an experienced Geotechnical Engineer with good technical and engineering skills and a professional engineering designation - (P.Eng) to work on exciting…
Added 7 hours 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 8 hours ago
SM
Instrumentation & Controls Engineer - Project Lead
Solaris Management Consultants Inc
Surrey, BC · Calgary, AB
- $130,000 to $170,000 CAD / year
- Full-time
As an Instrumentation and Controls Engineer – Project Lead, you will play a key role in leading the design, implementation, and commissioning of instrumentation and controls systems for a…
Added 9 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 9 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 9 hours ago
CG
Senior Engineer, Mine (Mount Milligan)
Centerra Gold Inc.
Fort St. James, BC
- Full-time
The Senior Mine Engineer plays a key role in optimizing the Mine‑to‑Mill process through effective collaboration with Mine Geology, Mine Operations, Drill & Blast, Maintenance, and Mill…
Added 11 hours ago
CB
Senior Estimator
Clark Builders
Calgary, AB
- Full-time
A Post-Secondary Certificate/Degree in Engineering or the equivalent of a designated Professional Engineer or a Technical School graduate in a Construction related discipline.
Added 11 hours ago
H
Mechanical Engineer
Hays
Ottawa, ON
- Full-time
Multidisciplinary Engineering Consultancy Firm
Added 11 hours ago
A
Product Support Engineer - NAMER
Ashby
Canada
- Full-time
We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers…
Added 11 hours ago
H
Structural / Building Science Engineer
Hays
Vaughan, ON
- Full-time
A multidisciplinary consulting engineering firm specializing in structural engineering, building science, restoration consulting, capital planning, reserve fund studies and project…
Added 12 hours ago
RB
Senior Stormwater Management Engineer
R.J. Burnside & Associates Limited
Collingwood, ON
- Full-time
…and support municipalities in making informed, sustainable engineering decisions. As a Senior Stormwater Management Engineer, you’ll bring your technical expertise, leadership abilities,…
Added 12 hours ago
CE
Staff Site Operations Engineer
Cenovus Energy
Lloydminster, SK
- Full-time
As a Staff Operations Engineer, you will play a key role in optimizing the performance, reliability, and profitability of Cenovus’s surface assets within the Lloydminster Thermal district.…

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