Escalation Manager

Why N-able
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 Escalation Manager role is a high-visibility position that drives progress and accountability on technical support issues jeopardizing our partnerships. The role requires both cross-functional and external coordination with Partners, Product Management, Engineering, Technical Support, Executive Leadership, and Partner Success in unison to resolve complex challenges.

What You'll Do

• Ownership for driving progress and resolution of escalated issues.
• Engage and lead cross-functional and geographically dispersed virtual teams in the development and execution of action plans to address escalations.
• Ensure cross-functional teams are working from clear action plans and delivering within established expectations.
• Effectively communicate the status and progress of escalated issues in a timely manner and with appropriate levels of urgency to both internal and external stakeholders.
• Drive visibility into partner escalation metrics through case audits and dashboards to proactively monitor trends and utilize said data to recommend technical and/or business process changes that drive improvements.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics trending analysis, etc.
• Accurately assess and comprehend business impact to determine the appropriate severity and priority of escalated issues.
• Advanced customer service and soft skills including, but not limited to customer empathy, diplomacy, emotional intelligence, and problem ownership.
• Demonstrate strong interpersonal and communication skills while working with a diverse audience including highly technical professionals, developers, product managers, and executives.
• A successful candidate should possess strong analytical, problem-solving skills, and can methodically break down a problem into its constituent parts. Should be able to effectively collaborate with cross-functional teams to properly drive the direction of the investigation toward timely and permanent resolution.
• Must be able to work in a multi-faceted environment with minimal supervision. You are comfortable working in an evolving environment, embracing change, and striving for ways to improve personal and business development.
• You have a "whatever it takes" customer advocate mentality and are willing to go above and beyond to ensure the customers have met their objective.

What You'll Bring

• Bachelor's degree or equivalent work experience
• 5-8+ working exprience in SaaS, IT or service operations, with 3+ years handling escalations
• Strong problem-solving and decision-making skills
• Excellent communication and conflict resolution abilities

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 - our hybrid working model based on trust and flexibility

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.