Manager, Technical Support - Security Products

N-able Technologies Ltd.; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading technology company in Ottawa is seeking an experienced Technical Support Manager. In this hybrid role, you will manage operations of the Contact Center, lead a team of Support Analysts, and collaborate with various departments to enhance our enterprise management software. Ideal candidates will have significant software support and team leadership experience, strong problem-solving abilities, and excellent communication skills. Join us to help redefine what it means to be cyber resilient.

Benefits

Medical, dental and vision for employee, partner, and children

Generous PTO and observed holidays

Paid Volunteering Days

Pension Plan with company-contribution

Employee Stock Purchase Program

Discounted gym access

Custom learning experience as part of our investment in you

Qualifications

• 5-7 years of hands-on software support experience, plus 3-5 years' strong technical team leadership experience.
• Able to navigate challenging situations professionally.
• Proven ability to execute in a customer-focused environment.

Responsibilities

• Manage daily operations of the Contact Center including team management and training.
• Monitor performance metrics to ensure high performance.
• Handle partner issue escalation and resolution.

Skills

Hands-on software support experience

Technical team leadership experience

Strong written and verbal communication skills

Problem-solving skills

Interpersonal skills

Tools

Windows

Mac

Linux

Active Directory

Networking concepts

Job description

Overview

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. 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.

We're seeking an experienced Technical Support Manager to join us on this exciting journey as we grow. 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.

This is a hybrid role that will sit in our Ottawa Collaboration Hub three days per week.

What You'll Do

• Work in our Ottawa Collaboration Hub Tuesdays through Thursdays.

• Manage daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Analysts. Provide growth opportunities and conduct performance reviews.

• Monitor caseloads and KPIs to ensure high performance and drive process improvements.

• Provide empathy and understanding of partner issues and the impact on their business operations.

• Compile efficiency metrics and present recommendations to senior leadership to drive change.

• Handle partner issue escalation and resolution through all levels of the organization.

• Liaise with Engineering, Product Management and other 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, as well as 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.

• 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

• 5-7 years of hands-on software support experience, plus 3-5 years' strong technical team leadership experience.
• Experience working with core technologies such as Windows, Mac, Linux, active directory, networking concepts and more.
• Experience leading incident management exercises and coordinating responses.
• Strong written and verbal communication skills. Skilled at problem-solving, decision-making, and negotiation.
• Strong interpersonal skills with the ability to communicate at all levels of an organization.
• Demonstrated ability to manage multiple/changing priorities, as well as concurrent projects.
• Able to navigate challenging situations in a professional manner.
• Proven ability to execute in a customer-focused environment and advocate for customers cross-functionally.
• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization, as well as across the customer base.

Bonus Skills

• Understanding of Software as a Service (SaaS) architecture.
• Experience working with Salesforce.
• Cybersecurity experience.

Purple Perks

• Medical, dental and vision – for employee, partner, and children!
• Generous PTO and observed holidays
• 2 PaidVoluNteerDays 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 givingprogram
• N-ablite Learning – custom learning experience as part of our investment in you

About N-able

At N-able, our mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover. Our scalable technology infrastructure includes AI-powered capabilities, market-leading third-party integrations, and the flexibility to employ technologies of choice—to transform workflows and deliver critical security outcomes. Our partner-first approach combines our products with experts, training, and peer-led events that empower our customers to be secure, resilient, and successful.

#LI-TG1