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Added 10 mins ago
CO
Instructor, Powerline Technician
College of the North Atlantic
Happy Valley-Goose Bay, NL
- Full-time
Repair or replace transformers and street lighting systems
Added 10 mins ago
C
Senior Full Stack Developer (Node.js / React / AWS)
CGI
Halifax, NS
- Full-time
…owning features from design through deployment and production support. This role requires strong backend expertise in Node.js, modern frontend development with React, and significant…
Added 10 mins ago
C
Payroll and HCM Implementation Consultant
CMiC
Toronto, ON
- Full-time
…plays a role in developing, the HCM project, working with HCM Support, Product Management, Development and Programming personnel by fashioning expertise and client experience into effective…
Added 10 mins ago
D
Business Analyst
Deloitte
Toronto, ON
- Full-time
…future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all…
Added 10 mins ago
D
Consultant or Senior Consultant Product Engineering & Development
Deloitte
Toronto, ON
- Full-time
…future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all…
Added 10 mins ago
C
Project Coordinator
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Toronto, ON
- Full-time
Overall, 1-3 years with project coordination, project support or similar professional experience
Added 10 mins ago
IG
Continuous Improvement Leader
IMT Group
Ingersoll, ON
- $98,400 to $147,600 CAD / year
- Full-time
Develop and sustain systems, processes, and standards that support long-term performance
Added 10 mins ago
NB
Technical Advisor - CDC Account opening
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- Full-time
…your profession. Customized learning content is available to support your continuous development. Working alongside colleagues with diverse expertise, backgrounds, and experiences will…
Added 10 mins ago
Q
Senior Cloud DevOps Engineer
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Toronto, ON · North York, ON
- Full-time
…cloud-native DevOps, understands how to operate production systems in a regulated environment, and is comfortable troubleshooting complex infrastructure and application issues. The…
Added 10 mins ago
NA
Payroll Technician
Netrolynx AI
Canada
- Full-time
Joining our organization as a Payroll Technician offers a comprehensive benefits package designed to support your well-being and professional growth. You will enjoy a standard 35-hour…
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Counter Salesperson-EN
Guillevin
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- Full-time
Answer phone calls in a professional manner and redirect them if necessary.
Added 10 mins ago
HC
Engineered Solutions Specialist
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- Full-time
Support in providing professional educational seminars and presentations for engineering firms to inform them of Hilti products, their performance characteristics, applications, and product…
Added 10 mins ago
BC
Student Recruitment Specialist
British Columbia Institute of Technology
Burnaby, BC
- $62,669 to $68,082 CAD / year
- Contract
…Specialist is responsible for student recruitment activities and systems offered and supported by the institute’s Marketing and Communications department. In addition, the recruitment…
Added 10 mins ago
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SUE Field Lead
GeoVerra
Mississauga, ON
- $35 to $45 CAD / hour
- Full-time
The SUE Field Lead is responsible for ensuring the successful completion of field-related tasks in support of Subsurface Utility Engineering (SUE) projects, providing day-to-day field…
Added 10 mins ago
RA
Clinical Supervisor - Mental Health and Addiction Services
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Build connections, support communities, and explore the North. This is an opportunity to step into a leadership role where your clinical experience and judgment genuinely shape how mental…
Added 11 mins ago
D
Senior DevOps Engineer - Healix
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Toronto, ON
- Full-time
…future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all…
Added 11 mins ago
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Director, Insights, Innovation and RandD (18-month contract)
KFC
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- Full-time
…what is possible – KFC is an environment that will empower and support your…
Added 11 mins ago
OR
Manager, Life Insurance and Group Benefits
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- Full-time
…employees to enroll in higher education, webinars, and training for professional growth and qualify for more advanced positions in the company. Oracle RMS is Great Places To Work…
Added 11 mins ago
SR
GIS Manager
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- Full-time
This would suit an experienced GIS professional who is ready to take greater ownership of a team, systems and workflows within a consulting environment.
Added 11 mins ago
DL
Technical Sales Representative
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- $90,000 to $120,000 CAD / year
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Added 11 mins ago
MH
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Added 11 mins ago
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Executive Assistant
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…Calgary law firm to recruit an experienced Executive Assistant to support a highly experienced Senior Counsel within a Business & Corporate Law…
Added 11 mins ago
AK
Front Desk Receptionist
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- Full-time
…appointment bookings, and respond to general inquiries in a professional manner. Daily responsibilities include handling incoming and outgoing mail, maintaining reception and waiting areas,…
Added 14 mins ago
AM
Tue to Sat Building Manager
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- $22.5 CAD / hour
- Full-time
Support the property manager with notices, letters, and rule enforcement.
Added 14 mins ago
NR
Contracts Administrator
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Support for career and professional development

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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