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Added 29 mins ago
Onsite Client Engineer (Essex, Hertfordshire, Suffolk, Kent & West Sussex)
Arc
ON · Essex, ON
Full-time
…we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding…
Added 29 mins ago
Senior OT Control Systems - Engineering Specialist
Mariner Innovations
Saint John, NB
Full-time
OVERVIEW OF THE ROLE: We are seeking a Senior OT Control Systems Engineer to join a critical industrial operations environment in Saint John, New Brunswick. In this role, you will be…
Added 29 mins ago
Senior Network Development Engineer, Media Systems Engineering
Amazon
Windsor, ON
Full-time
Amazon MGM Studios is seeking a Senior Network Development Engineer to lead the design, architecture, and operation of secure, high-performance network and wireless infrastructure across…
Added 2 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
…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…
Added 3 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
…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…
Added 4 hours ago
Senior Software Engineer
Microsoft
Vancouver, BC
Full-time
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following…
Added 6 hours ago
Senior QA Developer (Agent Security)
Fortinet
Burnaby, BC
Full-time
We are hiring a Senior / Staff QA Engineer for Fortinet's AI security product line, FortiAIGate, to own end-to-end testing of the product across both SaaS and on-premises deployments.…
Added 7 hours ago
Lead Software Engineer – Enterprise Integration (Azure)
Altis Technology
Toronto, ON · Greater Toronto Area, Canada
$100 to $125 CAD / hour
Contract
…During the initial implementation, you'll partner closely with a Senior Solution Architect to provide technical leadership, review vendor solution designs, guide enterprise integrations,…
Added 7 hours ago
Software Engineer II
TD
Toronto, ON
Full-time
As a Senior Software Engineer in the Secured Consumer Credit team within Personal Banking, you will contribute to the delivery and support of credit solutions by owning software engineering…
Added 7 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 Visualization Professional
Capgemini
Mississauga, ON
- Establish Power BI governance, security, and deployment standards.
Added 8 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,…
Added 9 hours ago
Lead Java Developer
INFOYA
Toronto, ON
$110,000 to $115,000 CAD / year
Full-time
Developer, Technical Lead, or senior engineer with ownership of design
Added 9 hours ago
Senior DevSecOps Engineer
Wissen Technology
Calgary, AB
Full-time
Operate and improve Cloud Security Posture Management (CSPM) tooling and processes
Added 9 hours ago
Staff Software Engineer
Amplitude
Vancouver, BC · Greater Vancouver Metropolitan Area
Full-time
We’re looking for a Staff Software Engineer who wants to go deep on both the engine internals and the infrastructure underneath it. You’ll work across the full stack of a modern OLAP system…
Added 9 hours ago
Software Engineer II - AEM
TD
Toronto, ON
Full-time
We are looking for an Senior AEM Developer with strong full stack experience to design, develop, build and enhance enterprise digital platforms using Adobe Experience Manager. The ideal…
Added 10 hours ago
Senior AI Engineer
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto Atria
Full-time
Corporate IT is seeking an experienced Senior AI Engineer to design, develop, deploy, and support enterprise-grade Artificial Intelligence, Machine Learning, and Generative AI solutions on…
Added 10 hours ago
Photonics RLS Senior Engineer
Ciena
Ottawa, ON
Full-time
As part of Ciena’s Modem and Photonics Lifecycle Management (LCM) organization, this senior engineering role contributes to the development and optimization of test systems supporting…
Added 10 hours ago
Senior Platform Engineer I
Wrapbook
Remote, Canada
$156,500 to $215,000 CAD / year
Full-time · Remote
Wrapbook is looking for a Senior Platform Engineer I who will play a hands-on role in driving our mission to build an outstanding technology company. You will be working as part of a…
Added 10 hours ago
Senior QA Engineer (Agent Security)
Fortinet
Burnaby, BC
Full-time
We are hiring a Senior / Staff QA Engineer for Fortinet's AI security product line, FortiAIGate, to own end-to-end testing of the product across both SaaS and on-premises deployments.…
Added 10 hours ago
Senior Software Engineer, Device & Cloud Platform
Motorola Solutions
Vancouver, BC
Full-time
We're looking for a Senior Software Engineer to join the team that builds and operates the systems connecting our access control hardware to the cloud and to the mobile app. This team owns…
Added 11 hours ago
AI Developer
UniSysTech Consulting
Toronto, ON · Greater Toronto Area, Canada
Other
While experience with cloud automation in AWS is highly valuable, deep AI/ML expertise is the primary priority for this role. We are looking for an engineer who excels at utilizing modern…
Added 11 hours ago
Senior QA Automation Engineer
Citi
Mississauga, ON
Full-time
The Senior QA Automation Engineer is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs…
Added 11 hours ago
Applications Development Sr Programmer Analyst- AVP -Mississauga
Citi
Mississauga, ON
Full-time
The Applications Development Senior Programmer Analyst is a pivotal technical professional who sits at the intersection of engineering excellence and enterprise impact - a builder,…
Added 11 hours ago
Senior Data Engineer (DBX)
Munich Re
Toronto, ON
As a Senior Data Engineer (DBX), you will design and deliver scalable data solutions for high-volume, complex data. You will lead technical design, build reliable data flows, and establish…

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

Not detected in the job text

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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