• Ottawa, Canada
• Support
• 19938

Job Description

Why N-able

N-able is seeking a seasoned Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

N-able creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team.

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 Technical Support Manager will be a proven leader and will have 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, relevant technologies and the ability to lead their direct reports through the troubleshooting and response, working across departments to drive issue resolution and escalating issues when necessary.

What You'll Do

• Hybrid role that will sit in our Ottawa Collaboration Hub Tuesday-Thursday

• 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.

• Liaise with engineering, product management and internal stakeholders to represent support and customer needs at a technical level for ongoing product evolution and introduction.

• Coordinate and drive the ongoing development and maintenance of technical documentation for support and for both internal and external knowledge bases.

• 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.

What You'll Bring

• Hands-on software support experience, combined with strong technical management and communication skill

• Experience in working with core technologies such as Windows, Mac, Linux, active directory, networking concepts and technologies.

• Experience leading incident management exercises and coordinating responses

• 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 3+ years at the management level

Purple Perks

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

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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