Tier 3 Engineer for Security Software

Why N-able At N-able, we’re not just helping businesses be secure — we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you. Responsible for providing world-class technical support to global partners utilizing our award-winning network management software. As an Associate Applications Engineer, it is required to possess strong communication and interpersonal skills to complement a technical background/aptitude, resulting in an excellent standard of support for our partners. Our engineers need to be able to apply critical thinking and decision-making skills, to prioritize workloads and handle multiple tasks simultaneously. The role requires being highly motivated, with the ability to thrive and perform consistently in a fast-paced environment, as well as possessing a passion for the quality of service provided. What You'll Do Deliver high-quality service and support to partners via email and phone. Use deep technical knowledge, problem-solving skills, and soft skills combined to provide an excellent and effortless support experience to N-able partners. Ensure consistent cross-functional collaboration with Engineering and Product Management teams to provide the best troubleshooting methods for our partners. Maintain and continue to develop in-depth knowledge of N-able products and services. Contribute to knowledge sharing and maintain the technical health of the frontline team, perform case auditing and Knowledge Article Management support, and assist in effectively managing technical inquiries through designated channels. Work on escalations and critical incidents to obtain the best possible outcome of the issue for the partners and the company. Use our incident management system combined with autonomy over personal caseload to prioritize incidents and manage the load in line with our Service and experience Level Objectives. Adhere to security best practices and processes. What You'll Bring Technical degree/diploma or 3-5 years of qualified experience Exceptional troubleshooting skills with an understanding of technical support principles and the ability to troubleshoot moderate to highly complex issues Effective listening skills, with the ability to communicate professionally in English, both written and verbal Purple Perks Medical and dental insurance Generous PTO and observed holidays 2 Paid VoluNteer Days per year Employee Stock Purchase Program Pension with company-contribution Weekly lunch allowance, Monthly grab & go onsite pantry allowance Monthly internet allowance De Minimis - monthly allowance 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 – hybrid working model of 2-3 days a week in-hub collaboration About N-able 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. #J-18808-Ljbffr