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Added 15 mins ago
Applications Engineer
Husky Technologies
Bolton, ON
Full-time
Apply a data-driven, first-principles approach, leveraging scientific modeling, experimentation, and advanced analytics to understand, predict, and optimize complex physical phenomena.
Added 30 mins ago
Lead Quality Engineer - Data
Royal Bank of Canada
Toronto, ON
Full-time
The Lead Data Quality Engineer is responsible for creating and executing comprehensive data testing strategies and solutions, with focus on data validation, integrity testing, and quality…
Added 30 mins ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.
Added 1 hour ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.
Added 1 hour ago
Quality Assurance Engineer
DarkVision
North Vancouver, BC
Full-time
DarkVision is looking for a Quality Assurance Engineer to join our Software Engineering team. Reporting to our Quality Assurance Manager, the successful candidate will be instrumental in…
Added 1 hour ago
Senior Mechanical Engineer
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Full-time
DarkVision, part of Koch Engineered Solutions, is seeking a talented and experienced Senior Mechanical Engineer to join our team and contribute to the development of our state-of-the-art…
Added 1 hour ago
Product Operations Manager
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DarkVision develops the world's most advanced high-resolution ultrasonic technology for industrial asset inspection. We engineer, manufacture, and operate cutting edge hardware and software…
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Data Engineer
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North Vancouver, BC
Full-time
DarkVision is seeking a Data Engineer to join our Imaging & AI team. You will contribute to multiple data pipelines that provide operational intelligence, underpin machine learning models,…
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Junior Environmental Engineer, Scientist or Geologist
Tetra Tech
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Full-time
Tetra Tech is adding a Junior Environmental Engineer, Scientist or Geologist to our Environment & Water - Geoenvironmental team based in Whitehorse, Yukon.
Added 1 hour ago
Lead Data Engineer
Gen AI Consulting Limited
Toronto, ON
Contract
Role Description The Lead Data Engineer will design, build, and maintain data platforms that support generative AI and analytics solutions for client engagements. This contract role…
Added 2 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 2 hours ago
Software Developer - Full Stack - Senior - RQ11443
S M Software Solutions Inc
Toronto, ON
Internship
Reverse engineer and re-platform the existing logic (e.g., Web FOCUS).
Added 2 hours ago
Développeur expert IA
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Montreal, QC
Full-time
Certification AI/ML sur une plateforme Cloud : Azure AI Engineer, AWS Machine Learning ou GCP Professional Machine Learning Engineer.
Added 2 hours ago
AI Engineer
S M Software Solutions Inc
Mississauga, ON
Full-time
We are seeking an experienced AI Engineer with 7+ years of experience in software and AI engineering to design, develop, and deploy AI/ML solutions. The ideal candidate will have strong…
Added 2 hours ago
AI Engineer
S M Software Solutions Inc
Mississauga, ON
Full-time
We are seeking an experienced AI Engineer with 7+ years of experience in software and AI engineering to design, develop, and deploy AI/ML solutions. The ideal candidate will have strong…
Added 2 hours ago
ETL Data Engineer (Hybrid, Markham, Ontario)
HR POD Careers
Markham, ON
Full-time
Experience working with Business Intelligence tools and supporting reporting and analytics requirements.
Added 2 hours ago
QA Engineer
First National Financial LP
Toronto, ON · East York, ON
Full-time
We are hiring a QA Engineer, IT Applications & QA!
Added 3 hours ago
Senior Software Engineer
Microsoft
Vancouver, BC
Full-time
Microsoft’s Azure Data engineering team is leading the transformation of analytics in the world of data with products across databases, data integration, big data analytics, messaging and…
Added 3 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 3 hours ago
Machine Learning Engineer - Early Career (Canada)
Jobright.ai
Canada
Full-time
…job search. They are seeking an Early Career Machine Learning Engineer to design, build, and maintain scalable infrastructure for AI agents, as well as optimize data processing and develop…
Added 3 hours ago
Machine Learning Engineer - Early Career (Canada)
Jobright.ai
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Full-time
…job search. They are seeking an Early Career Machine Learning Engineer to design, build, and maintain scalable infrastructure for AI agents, as well as optimize data processing and develop…
Added 3 hours ago
Capital Markets Business Analyst
Bridgenext
Toronto, ON · Greater Toronto Area, Canada
$110,000 to $125,000 CAD / year
Full-time
At Bridgenext, we engineer Growth Operating Systems. Most enterprises have spent millions on their revenue stack and still aren't seeing the growth they expected.They have tools that…
Added 3 hours ago
Prompt Engineer - Early Career (Canada)
Jobright.ai
Canada
Full-time
…job search process. They are seeking an early-career Prompt Engineer to craft and evaluate prompts that enhance the performance of AI outputs across user-facing…
Added 3 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 4 hours ago
Platform Engineer - Kubernetes, GitOps, Flux CD & AI/ML Infrastructure
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
Full-time
We're seeking a skilled Platform Engineer to deploy and manage AI/ML infrastructure, e.g. LlamaIndex Cloud and KDB.AI applications on Kubernetes Platform.

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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Applications open in a new tab.

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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