Manager, Technical Support

IT doesn’t get better than this! N-able isn’t just another software company – we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!

The Technical Support Manager will be responsible for enhancing our organization and contributing to the evolution of our suite of world-class enterprise management software. The individual will be a proven leader and will with solid experience managing a team of Technical Support Analysts. The Technical Support Manager is responsible for ensuring timely resolution of partner issues, as well as high partner satisfaction, and acts as the primary escalation point for partners. This position requires an understanding of technical issues and the ability to lead their direct reports through the response, working across departments to drive issue resolution and escalating issues when necessary.

• Manage the day-to-day operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a staff of Support Analysts.
• Monitor caseload and ensure adherence to the SLA.
• Mentor direct reports, provide growth opportunities, and conduct performance reviews.
• Monitor KPIs to measure team performance and drive process improvement.
• Compile efficiency metrics and present recommendations to management to drive change.
• Handle partner issue escalation and resolution through all levels of an organization.
• Assign and manage projects based on new product releases, call-related issues, and/or training needs within the organization. Track projects and initiate documentation based on project successes.
• Provide empathy and understanding of partner issues and the impact on their business operations.
• Able to develop individual and team objectives to contribute positively to organizational goals and direction.
• Establish effective processes and practices for knowledge sharing and communication.
• Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects.
• Review departmental communication and processes, recommend improvements, and drive efficiency.
• Review satisfaction survey data and leverage feedback to coach direct reports and drive satisfaction.
• Ensure coverage for off-hours issues, as defined by the SLA.

• Hands-on software support experience, combined with strong management and communication skill
• Skilled at problem-solving, decision-making, and negotiation
• Strong written and verbal communication skills
• Strong interpersonal skills; able to communicate at all levels of an organization
• Able to manage multiple projects simultaneously
• Able to navigate challenging situations in a professional manner
• Experience working with Salesforce and understanding of SaaS architecture is a plus
• Proven ability to execute in a partner-focused environment and advocate for partners across a cross-functional organization
• Demonstrated ability to manage multiple and changing priorities
• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization, as well as across the partner base
• Minimum of 5-7 years of technical experience with 2+ years at the management level

What do we offer you?

• Medical, dental and vision – for employee, partner, and children!
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Pension Plan with company-contribution
• Employee Stock Purchase Program 
• Discounted gym access at several local facilities
• FuN-raising opportunities as part of our giving program
• N-ablite Learning – custom learning experience as part of our investment in you 
• The Way We Work – our hybrid working model based on trust and flexibility 

 At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.