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Technical Support Manager Jobs in Nepean, ON (NOW HIRING)

Fortinet, Inc.

Technical Support Engineer

Ottawa, ON

CA$74K - CA$90K/yr

Manage customer communications and expectations until the closure of each case We Are Looking For: * 1-2 years of experience in a technical support or system administration role in a networking ...

Fortinet

Technical Support Engineer

Ottawa, ON

CA$74K - CA$90K/yr

Manage customer communications and expectations until the closure of each case We Are Looking For: * 1-2 years of experience in a technical support or system administration role in a networking ...

Dentons

Technical Support Specialist

Ottawa, ON · On-site

CA$65K - CA$75K/yr

The Technical Support Specialist provides world-class client service and technical support. The ... Ensuring that incident queue management goals are met. * Ability to work through complex problems ...

Sectigo

Technical Support Specialist

Ottawa, ON

Sectigo's automated, cloud-native CLM platform issues and manages digital certificates across ... The Technical Support Specialist is the first line of support for Sectigo's growing global customer ...

Teldio

Technical Support Specialist

Kanata, ON · On-site

Technical Support Specialist Teldio is seeking a technically skilled, customer-focused team member ... way radios, video management systems (VMS), access control, and other physical security ...

Teldio

Technical Support Specialist

Ottawa, ON · On-site

Technical Support Specialist Teldio is seeking a technically skilled, customer-focused team member ... way radios, video management systems (VMS), access control, and other physical security ...

Flexstaf IT

Technical Support Analyst

Ottawa, ON

CA$40 - CA$45/hr

Reset and manage users' passwords when necessary. * Provide basic assistance on Active Directory ... Support in the management of client's IT Assets (hardware and software) for both inventory and ...

Flexstaf IT

Technical Support Analyst

Ottawa, ON · On-site

Reset and manage users' passwords when necessary. * Provide basic assistance on Active Directory ... Support in the management of client's IT Assets (hardware and software) for both inventory and ...

Solink

Technical Support Representative

Ottawa, ON · Remote

CA$23.75/hr

Technical Support Representative Location: Ontario | Hybrid Department: Support Type: Permanent ... William Shirk, Manager, Support | Derek Chokly, Associate Manager, Support Start Date: August 24 ...

Solink

Technical Support Representative

Ottawa, ON · Remote

CA$23.75/hr

Technical Support Representative Location: Ontario | Hybrid Department: Support Type: Permanent ... William Shirk, Manager, Support | Derek Chokly, Associate Manager, Support Start Date: August 24 ...

Hydro Ottawa

Technical Standards Engineer

Ottawa, ON · Hybrid

Support Operations in the development of standard work methods. * Administer technical documents ... Project Management skills considered an asset * Experience in Lean Six Sigma or other continuous ...

GAM Technical Services

L1 Hero Support

Ottawa, ON · On-site

CA$45K - CA$60K/yr

About GAM Tech GAM Tech is a dynamic and rapidly growing Managed Service Provider (MSP) dedicated ... Your goal: deliver fast, friendly, and effective technical support that leaves our customers ...

GAM Technical Services

L1 Hero Support

Ottawa, ON · On-site

Your goal: deliver fast, friendly, and effective technical support that leaves our customers ... Management to make sure were the right fit for each other. 6. Start your dream job at GAM Tech! ...

1Valet

Field Technician Support

Orleans, ON · On-site

... Management, and Installation, to address complex technical challenges. Escalate critical or ... Support the successful deployment of system upgrades, new technology rollouts, and process ...

1Valet

Field Technician Support

Orleans, ON · On-site

... Product Management, and Installation, to address complex technical challenges. ● Escalate ... Support the successful deployment of system upgrades, new technology rollouts, and process ...

Nokia

Jr. NSP Technical Care Specialist

Kanata, ON

As a Junior Software Technical Support Engineer supporting the Nokia Network Services Platform (NSP ... Actively manage and update support tickets, maintaining clear status, next steps, and timelines to ...

CIRA

Manager, Technical Solutions

Ottawa, ON · Remote

You build and support high-performing teams by setting clear expectations and providing coaching ... Minimum of 3 years experience in management of technical resources * Customer-centric mindset with ...

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Technical Support Manager information

What is a technical support manager?

A technical support manager is in charge of the technical service operations for a company or organization. They oversee IT, engineering, or maintenance staff members to ensure the proper handling of network problems. Job duties include monitoring inventory, designing and implementing better processes or policies for operation, recommending product or service changes, and ensures all projects meet customer needs and budget requirements. Strong computer and communication skills are vital for this career. Qualifications begin with at least a bachelor’s degree in computer science or a related field and at least five years of relevant experience, including at least a couple years supervising. Employers typically prefer candidates to have a master’s degree in business administration.

What is the difference between Technical Support Manager vs Technical Support Specialist?

AspectTechnical Support ManagerTechnical Support Specialist
Required CredentialsBachelor's degree in IT, Computer Science, or related field; often leadership experienceAssociate's or Bachelor's degree; technical certifications (e.g., CompTIA, Microsoft)
Work EnvironmentSupervisory role overseeing support teams, managing escalationsHands-on technical support, troubleshooting customer issues
Employer & Industry UsageIT departments, tech companies, customer service centersHelp desks, technical support centers, IT service providers

The Technical Support Manager focuses on leading support teams, managing escalations, and strategic planning, while the Technical Support Specialist handles direct technical troubleshooting and customer assistance. Both roles require technical knowledge, but the manager's role emphasizes leadership and coordination.

What are some common challenges faced by technical support managers, and how can they address them?

Technical Support Managers often face challenges such as balancing team workload, handling escalated customer issues, and ensuring consistent service quality. Managing high-pressure situations and maintaining team morale during peak periods are also common. To address these, managers can implement clear escalation protocols, provide ongoing training, and foster open communication within the team. Regularly reviewing customer feedback and metrics helps identify areas for improvement, while supporting professional development keeps the team engaged and effective.

What are the key skills and qualifications needed to thrive as a technical support manager, and why are they important?

To thrive as a Technical Support Manager, you need strong leadership, in-depth technical knowledge of products or services, and experience in troubleshooting and customer service, often supported by a degree in IT or a related field. Familiarity with ticketing systems (like Zendesk or Jira), ITIL certification, and knowledge of CRM or remote support tools are typically required. Excellent communication, conflict resolution, and team management skills help you motivate teams and manage challenging customer interactions. These skills ensure efficient support operations, high customer satisfaction, and effective resolution of technical issues.

What does a technical support manager do?

A Technical Support Manager oversees a team of technical support specialists who assist customers or clients with software, hardware, or technical issues. Their responsibilities include managing daily operations, training staff, developing support strategies, and ensuring high-quality customer service. They also analyze support metrics, handle escalated issues, and collaborate with other departments to improve products and services. Ultimately, their goal is to ensure efficient and effective resolution of technical problems while maintaining customer satisfaction.
More about Technical Support Manager jobs
What are the most commonly searched types of Technical Support jobs in Nepean, ON? The most popular types of Technical Support jobs in Nepean, ON are:
What job categories do people searching Technical Support Manager jobs in Nepean, ON look for? The top searched job categories for Technical Support Manager jobs in Nepean, ON are:
What cities near Nepean, ON are hiring for Technical Support Manager jobs? Cities near Nepean, ON with the most Technical Support Manager job openings:
Technical Support Manager jobs near you
Infographic showing various Technical Support Manager job openings in Nepean, ON as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 23% Part Time, 1% Temporary, and 5% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution.

Technical Support Engineer

Fortinet, Inc.

Ottawa, ON

CA$74K - CA$90K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

Job description

Fortinet is looking for Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security. 

As a Technical Support Engineer, you will:

  • Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
  • Collection, analysis and change recommendations of configuration information
  • Collection and analysis of customer network information
  • Collection and initial analysis of packet trace information
  • Recommend corrective actions based on analysis
  • Provide customer education where needed due to gaps in networking, product knowledge etc
  • Consultation of technical documentation, bulletins and release notes for known problems
  • Reproduction of customer environments on lab equipment
  • Follow up on technical cases including proper escalation and management of the case until case closure
  • Manage customer communications and expectations until the closure of each case

We Are Looking For:

  • 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
  • Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
  • Deep working knowledge of operating systems -- Windows, OSX, Linux
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
  • Strong troubleshooting and problem-solving skills
  • Strong communication skills, both written and verbal.

The Canada base salary range for this full-time position is expected to be between $74,000 - $90,000 annually.  Wage ranges are based on various factors including the labour market, job type, and job level.  Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, and experience.  

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program.  Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.  

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com.
 
Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

We Are Looking For:

  • 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
  • Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
  • Deep working knowledge of operating systems -- Windows, OSX, Linux
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
  • Strong troubleshooting and problem-solving skills
  • Strong communication skills, both written and verbal.

As a Technical Support Engineer, you will:

  • Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
  • Collection, analysis and change recommendations of configuration information
  • Collection and analysis of customer network information
  • Collection and initial analysis of packet trace information
  • Recommend corrective actions based on analysis
  • Provide customer education where needed due to gaps in networking, product knowledge etc
  • Consultation of technical documentation, bulletins and release notes for known problems
  • Reproduction of customer environments on lab equipment
  • Follow up on technical cases including proper escalation and management of the case until case closure
  • Manage customer communications and expectations until the closure of each case

Apply