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Added 1 hour ago
High Voltage Power Engineer
Intersect
Canada
Full-time
…accelerate deployment while meeting the highest safety, quality, and performance standards. Joining this team means shaping the backbone of our power infrastructure and driving the…
Added 1 hour ago
Software Engineer 3 - 2-6years of experience.
Nutanix
Vancouver, BC
$103,000 to $155,000 CAD / year
Full-time
Improve the performance of systems to deliver for low-latency and high-throughput use cases.
Added 3 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
…to eliminate operational bottlenecks and enable high-volume…
Added 3 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
…to eliminate operational bottlenecks and enable high-volume…
Added 3 hours ago
Project Management Office - Sr. Project Manager - P5
OSI Maritime Systems
Burnaby, BC
Full-time
…Company. The Project Manager, workings closely with the Project Engineer ensures the projects are delivered to performance, cost and time constraints while ensuring the quality of…
Added 4 hours ago
Data Architect
Brandt Group of Companies
Regina, SK
Full-time
Brandt is seeking a highly skilled and motivated Data Engineer to join our dynamic team. The ideal candidate will have a strong background in designing, implementing, and optimizing data…
Added 4 hours ago
Software Developer - Full Stack - Senior - RQ11443
S M Software Solutions Inc
Toronto, ON
Internship
8+ years of experience developing large-scale, production business applications using Java for backend/API development.
Added 4 hours ago
Software Developer - Full Stack - Senior - RQ11443
S M Software Solutions Inc
Toronto, ON
Internship
8+ years of experience developing large-scale, production business applications using Java for backend/API development.
Added 4 hours ago
Presentation Software Engineer - EA SPORTS™ NHL (TFT)
EA SPORTS
Vancouver, BC
Temporary
As a Presentation Software Engineer, you will develop and support the core technologies that bring our game's storytelling and broadcast presentation to life. You will collaborate closely…
Added 5 hours ago
Field Coordinator Co-Op / Internship | January 2027
Turner Construction | Canada
Vancouver, BC
Part-time
…caring, teamwork, integrity, and commitment, with more than 120 years of impact on skylines and the…
Added 5 hours ago
AI Computer Vision Engineer
AssistIQ
Remote, Canada
Full-time · Remote
As a Computer Vision/AI Engineer, you will be responsible for designing and developing reliable, maintainable, and scalable CV systems. In this role, you’ll apply computer vision and…
Added 6 hours ago
Satellite Bus Systems Engineer
MANNARINO
Montreal, QC
Full-time
We are seeking a Satellite Bus System Engineer to design structural, thermal, power distribution, attitude control, propulsion, CD&H, TT&C/PDT, FSW, and interface architectures that support…
Added 6 hours ago
Spacecraft EMC Systems Engineer
MANNARINO
Montreal, QC
Full-time
We are seeking a Spacecraft EMC Systems Engineer for its high‑performance spacecraft for our remote sensing and communications satellites. The Spacecraft EMC Systems Engineer will own the…
Added 6 hours ago
Data Engineer, Investments
iA Financial Group (Industrial Alliance)
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 6 hours ago
Project Management Office - Sr. Project Manager - P5
OSI Maritime Systems
Burnaby, BC
…Company. The Project Manager, workings closely with the Project Engineer ensures the projects are delivered to performance, cost and time constraints while ensuring the quality of…
Added 6 hours ago
Infrastructure Analyst
T&T Supermarket
Richmond, BC
$65,000 to $85,000 CAD / year
Full-time
Collaborate with infrastructure team, stakeholder and third party to design, engineer, implement, and maintain technology solutions
Added 7 hours ago
Senior Software Engineer, Machine Learning
Chorus AI
Toronto, ON
$150,000 to $170,000 CAD / year
Full-time
Reports to: Technical CEO, working directly with our Founding Engineer and Founding Data Scientist
Added 7 hours ago
Senior Well Operations & Reservoir Engineer
R360 Environmental Solutions Canada
Calgary, AB
Full-time
We are seeking a Well Operations Engineer to join our Well Operations & Reservoir Team. This role is responsible for the technical stewardship, performance optimization, integrity…
Added 7 hours ago
Senior Project Manager
Iconic Power Systems Inc.
Calgary, AB
Full-time
Professional Engineer or Registered Technologist certification, or technical trade certification.
Added 8 hours ago
Senior DevOps Engineer
Royal Bank of Canada
Toronto, ON
Full-time
We are seeking a highly skilled and experienced DevOps Engineer to join our team. The successful candidate will be responsible for ensuring the smooth operation of our production systems,…
Added 8 hours ago
Senior Project Manager
Iconic Power Systems Inc.
Calgary, AB
Full-time
…project profitability, client satisfaction, and overall project…
Added 8 hours ago
Water/Wastewater Conveyance Engineer (Design Lead)
Jacobs
Kitchener, ON
$115,000 to $155,000 USD / year
Full-time
As a Senior Water/Wastewater Conveyance Engineer (Design Lead), you will be responsible for supporting overall work progress and technical performance on projects. Working with other…
Added 8 hours ago
Water/Wastewater Conveyance Engineer (Design Lead)
Jacobs
London, ON
$115,000 to $155,000 USD / year
Full-time
As a Senior Water/Wastewater Conveyance Engineer (Design Lead), you will be responsible for supporting overall work progress and technical performance on projects. Working with other…
Added 8 hours ago
Water/Wastewater Conveyance Engineer (Design Lead)
Jacobs
Toronto, ON
$115,000 to $155,000 USD / year
Full-time
As a Senior Water/Wastewater Conveyance Engineer (Design Lead), you will be responsible for supporting overall work progress and technical performance on projects. Working with other…
Added 9 hours ago
Senior DevOps Engineer
RBC
Toronto, ON
Full-time
We are seeking a highly skilled and experienced DevOps Engineer to join our team. The successful candidate will be responsible for ensuring the smooth operation of our production systems,…

Sectigo

Senior Manager, Technical Support

Ottawa, ON, Canada

Job type: Full-time
Apply by: Oct 22, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust.

Simplicity at Scale.

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

Job Description

We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.

The Senior Manager, Technical Support plays a pivotal leadership role in driving operational excellence and delivering superior customer support experiences across multiple channels including tickets, chat, and calls. This seasoned professional will lead a high-performing team, optimize support processes, and ensure alignment with global standards and compliance frameworks. The role demands a strategic thinker with deep expertise in support operations, strong analytical capabilities, and a passion for continuous improvement.

Here are the core functions, responsibilities, and expectations for this role:

Operational Excellence

Take Ownership & Drive support operations by designing and optimizing scalable workflows, SOPs, and best practices to improve response efficiency and resolution volume.
Lead modernization of support infrastructure through automation initiatives, platform enhancements, and tooling strategy to eliminate operational bottlenecks and enable high-volume performance.
Own monthly and quarterly business reviews (MBR/QBR) with leadership, leveraging KPI performance on CSAT, NPS, SLA compliance, First Response Time, and Mean Time to Resolution to influence operational decisions.

Strategic Leadership

Lead and develop 20+ high-performing team members across global time zones, fostering a culture built on customer obsession, ownership, and continuous improvement.
Define and execute strategic objectives; set expectations through performance frameworks, coaching plans, and growth paths aligned to organizational goals.
Champion transformation initiatives that elevate service delivery, improve efficiency, and align operations with evolving business priorities.

Cross-Functional Collaboration

Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.
Translate customer insights into product recommendations and operational improvements, actively influencing roadmap priorities and support integrations.
Partner with global operations to standardize processes and scale best practices across regions and business units.

Compliance & Governance

Establish governance frameworks that align support operations with GRC (Governance, Risk & Compliance) standards and industry regulations.
Ensure all teams are fully trained and audited for process adherence, security protocols, and compliance policies, maintaining operational integrity and risk mitigation.

Data-Driven Insights

Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.
Provide executive-level reporting and actionable insights to drive strategic planning, process innovation, and customer experience improvements.

Customer Success & Experience

Oversee queue health, workload distribution, and capacity planning to ensure service delivery meets or exceeds SLA and quality benchmarks.
Conduct regular case, chat, and call reviews to reinforce service excellence and accountability across teams.
Proactively engage with key customers and stakeholders to build trust, accelerate issue resolution, and drive long-term retention.

Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
The targeted compensation package for this role is between CAD 95,000 and 112,000, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Qualifications

Education:

Bachelor’s degree in a related field is strongly preferred. An advanced degree is preferred.

Experience:

Minimum of 10+ years of hands-on experience in customer-centric roles within the software/IT industry is required.
Minimum of 6+ years of experience in leadership roles, including managing teams and projects is required.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

Demonstrated ability to work both independently and collaboratively in a global, cross-functional environment.
Prior experience in an agile, customer-centric setting, Managed a team of 20+ agents/engineer.
Strong leadership skills with the ability to inspire and develop a high-performing team.
Excellent verbal and written communication skills, with the ability to convey complex topics and compliance requirements to non-technical stakeholders.
Proficiency with customer support tools and CRM systems for tracking, managing, and reporting customer interactions and support tickets.

Additional Information

Sectigo is an Equal Opportunity Employer.

At Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate.

Our “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment.

Use of Artificial Intelligence (AI) in Our Hiring Process at Sectigo:

To enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.

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More about this job

Responsibilities

The Senior Manager will lead a global technical support team to drive operational excellence, optimize support workflows, and ensure high-quality service delivery. They will also collaborate cross-functionally to align support operations with business goals, compliance frameworks, and product roadmaps.

Requirements

Candidates must have at least 10 years of experience in customer-centric software/IT roles and 6+ years in leadership positions. A bachelor's degree is strongly preferred, along with proven expertise in managing large global teams and support infrastructure.

Skills

Technical Support
Operational Excellence
Team Leadership
Customer Experience
SLA Management
Process Optimization
Automation
Data Analysis
KPI Reporting
Governance
Compliance
Cross-functional Collaboration
Capacity Planning
Change Management
Strategic Planning
CRM Systems

Visa sponsorship

Not detected in the job text

Keywords

CLM
Digital Trust
SOPs
Automation
CSAT
NPS
SLA
First Response Time
Mean Time to Resolution
GRC
Governance
Compliance
Capacity Planning
CRM
Agile
Software
IT
Cloud-native
Operational Excellence
Leadership
Strategy
Reporting
Stakeholder Management
Risk Mitigation
Global Operations
Customer Success
Technical Support
Workflow Optimization
Performance Management

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