Manager, Technical Support for Security Software

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

N-able is seeking to hire their next Technical Support Manager, to come join us on our exciting journey of growth The successful candidate is a proven leader and will have experience managing a team of Technical Support Engineers. The Manager is responsible for ensuring timely resolution of client issues as well as high client satisfaction and will act as the primary escalation point for clients. They will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution and escalating issues when necessary.

What You'll Do:

• Manage the day-to-day operations including recruiting, training, mentoring, motivating, conducting performance reviews, and managing a staff of Support Engineers. In addition, ensure coverage for off hours issues as defined by the SLA.
• Monitor case load and KPIs to ensure adherence to the SLA and to measure team performance as well as drive process improvement.
• Compile efficiency metrics, present recommendations, establish effective processes and practices for knowledge sharing and to drive change.
• Handle client issue escalation and resolution through all levels of an organization by working with Technical Support, Business, Development, and Quality Assurance teams.
• Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. In addition, develop individual and team objectives to contribute positively to organizational goals and direction.
• Review Satisfaction Survey data, departmental communication, and processes to be able to coach direct reports, recommend improvements, and drive efficiency and satisfaction.

What You'll Bring:

• 2 years' experience in managing a technical support team with previous 3 years' minimum experience as technical support.
• Cybersecurity software support is preferred.
• Hands-on software support experience combined with strong management and communication skills.
• Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.
• Skilled at problem-solving, decision making, and negotiations.
• Strong interpersonal skills with ability to communicate at all levels of an organization.
• Demonstrate the ability to manage changing and multiple priorities including multiple projects simultaneously.

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 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.

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