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Added 11 mins ago
Territory Manager - Construction & Survey (Northern Ontario)
Brandt Group of Companies
Sudbury, ON · Lively, ON
Full-time
Submit lost sales reports on a timely basis. Lost sales reports are to be filled out on all lost sales and submitted on a weekly basis to the manager.
Added 26 mins ago
Technical Specification Engineer
Brandt Group of Companies
London, ON
Full-time
…specifications for Peterbilt trucks for our customers along side the Sales Manager and Territory…
Added 26 mins ago
Manager, Software Engineering
AltaML
Toronto, ON
Full-time
AltaML is looking for a Manager, Software Engineering to lead a delivery pod where technical excellence and team health go hand in hand. You'll own the architectural integrity of your pod's…
Added 26 mins ago
Account Manager
Fersa
Toronto, ON · Greater Toronto Area, Canada
Full-time
Fersa is seeking a highly motivated and results-driven Account Manager - Canada to lead the growth and development of our Canadian market. This role will be responsible for managing…
Added 41 mins ago
Full Stack Engineer, Developer & End User Experience Platform
Stripe
Toronto, ON
Full-time
2–12+ years of industry software engineering experience (does not include internships or co-ops)
Added 57 mins ago
Customer Success Manager
CDW
Toronto, ON · Mississauga, ON · AB · BC
Full-time
At CDW, we highly value the energy and commitment you bring to your job every day. Our Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to…
Added 57 mins ago
Sr Project Manager
CDW
Toronto, ON · Calgary, AB
Full-time
As a Sr. Project Manager, you will partner with some of the most dynamic, strategic, and talented professionals working in IT today. Leveraging strong relationships with SME, Solution…
Added 1 hour ago
Office Manager (11+ Month Contract)
RECRUITMENT PARTNERS INC.
AB · Edmonton, AB
Contract
Accounting & Finance - Engineering, Sales & Operations - HR & Office Support - Technology - Contingent Workforce - Executive Search
Added 1 hour ago
Customer Service Account Manager
Molex
Toronto, ON
Full-time
As a Customer Service Account Manager, you will serve as the primary point of contact for assigned customers, building strong relationships while driving customer satisfaction, revenue…
Added 1 hour ago
Supervisor, Maintenance
Saputo Inc.
Saskatoon, SK
Full-time
Reporting to the Maintenance Manager, the Maintenance Supervisor is responsible for efficiently and economically maintaining in good repair all mechanical, electrical, computer-aided and…
Added 1 hour ago
Continuous Improvement Lead
Saputo Inc.
Edmonton, AB
Full-time
The CI Site Lead reports directly to the Edmonton Plant Manager. The CI Site Lead must continually challenge and support the Alberta sites to ensure that the Saputo Operation Excellence…
Added 2 hours ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
Title: Project Manager, Sales Enablement & Executive Customer Engagement
Added 2 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.
Added 2 hours ago
Supervisor, Maintenance
Saputo Inc.
Saskatoon, SK
Full-time
Reporting to the Maintenance Manager, the Maintenance Supervisor is responsible for efficiently and economically maintaining in good repair all mechanical, electrical, computer-aided and…
Added 2 hours ago
Technical Recruiter (6 month contract)
Salesforce
Toronto, ON · Canada - Toronto
Full-time
You've recruited at scale across technical disciplines - software engineering, infrastructure, product, data, or research roles. You understand the nuances between technical specialties and…
Added 2 hours ago
Regional Contract Manager
Rockwell Automation
Cambridge, ON · Calgary, AB · Canada-Ontario-Cambridge-Saltsman Dr
Full-time
As a Contract Manager, you are responsible for the end-to-end execution, operationalization, governance, and performance management of customer and partner contracts. You will deliver…
Added 3 hours ago
Continuous Improvement Lead
Saputo Inc.
AB · Edmonton, AB
Full-time
The CI Site Lead reports directly to the Edmonton Plant Manager. The CI Site Lead must continually challenge and support the Alberta sites to ensure that the Saputo Operation Excellence…
Added 3 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.
Added 3 hours ago
Product Operations Manager
DarkVision
North Vancouver, BC
Full-time
This role works closely with Product, Data Analysis, Data Development & Ops, Engineering, Sales, and Marketing teams to ensure customer commitments are clearly scoped and prioritized…
Added 3 hours ago
Turnkey & Building Services Sales Manager, Greater Toronto Area
Trane Technologies
Markham, ON
Full-time
Trane is looking for a GTA Turnkey & Building Services Sales Manager committed to delivering business results and continually fostering employee engagement. In this role, you will be…
Added 3 hours ago
Account Manager, LCUR
Trane Technologies
Laval, QC
Full-time
TRANE is hiring an experienced Light Commercial Unitary Replacement (LCUR) HVAC Equipment Account Manager for our Montreal area market!
Added 3 hours ago
Turnkey & Building Services Sales Manager, Greater Toronto Area
trane technologies
ON · Markham, Ontario
Full-time
Trane is looking for a GTA Turnkey & Building Services Sales Manager committed to delivering business results and continually fostering employee engagement. In this role, you will be…
Added 3 hours ago
Territory Manager-Survey
Brandt Group of Companies
Laval, QC
Full-time
Submit lost sales reports on a timely basis. Lost sales reports are to be filled out on all lost sales and submitted on a weekly basis to the manager.
Added 3 hours ago
Territory Manager - Construction
Brandt Group of Companies
Laval, QC
Full-time
Brandt is a leading vendor of Positioning Solutions across Canada serving the construction, surveying, engineering, governmental and agricultural markets. We have leading edge technology…
Added 3 hours ago
Territory Manager - Material Handling
Brandt Group of Companies
Lethbridge, AB
Full-time
Submit lost sales reports on a timely basis. Lost sales reports are to be filled out on all lost sales and submitted on a weekly basis to the manager. These are a must to receive, as…

Sectigo

Senior Manager, Technical Support

Ottawa, ON, Canada

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

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Original job description

Company 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.

Department: Tech Support

Work Type: In-Office

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More about this job

Responsibilities

The Senior Manager will lead a global technical support team to drive operational excellence and ensure high-quality service delivery across multiple channels. They are responsible for optimizing support workflows, managing performance metrics, and fostering cross-functional collaboration to improve the overall customer experience.

Requirements

Candidates must have at least 10 years of experience in customer-centric software or IT roles, with a minimum of 6 years in leadership positions. A bachelor's degree is strongly preferred, and the role requires the ability to work on-site in Ottawa five days a week.

Skills

Technical support
Operational excellence
Team leadership
SLA management
Customer experience
Process optimization
Data analysis
Compliance
Governance
Capacity planning
Strategic planning
Cross-functional collaboration
Automation
CRM systems
Performance management

Visa sponsorship

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Keywords

Technical Support
CLM
Digital Trust
Operational Excellence
SLA
CSAT
NPS
KPI
Governance
Risk & Compliance
GRC
Automation
CRM
Cloud-native
Leadership
Strategy
Performance Management
Capacity Planning
Software
IT
Agile
Customer Success
Process Improvement
Reporting
Data-driven
Stakeholder Management
Global Operations
Security
Compliance

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