Technical Support Representative

N-able Technologies Ltd.; Morrisville; Hybrid; CAD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Representative, where your technical expertise will help global partners thrive. This role involves providing exceptional support through various channels, ensuring partner satisfaction while resolving issues efficiently. You'll work with cutting-edge network management software in a collaborative environment that values trust and flexibility. With opportunities for professional growth and a diverse team, you’ll be part of an exciting journey that makes a real difference in the IT landscape. Embrace the chance to contribute to a dynamic organization committed to innovation and excellence.

Benefits

Medical, Dental, and Vision Insurance

Generous PTO and Holidays

Paid Volunteer Days

Pension Plan

Employee Stock Purchase Program

Discounted Gym Access

Customized Learning Experiences

Hybrid Working Model

Qualifications

• Experience in technical support or customer service roles.
• Ability to manage multiple priorities effectively.

Responsibilities

• Provide world-class technical support to global partners.
• Document partner issues and resolutions in KB Articles.
• Triage support incidents and escalate as needed.

Skills

Troubleshooting Skills

Communication Skills

Networking Technologies

SQL

Education

High School Diploma

Technical Degree

Tools

VMware

Hyper-V

Windows Server

Active Directory

Linux

MacOS

Remote Monitoring Software

Job description

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 a new Technical Support Representative to join us on our exciting journey of growth!

This Technical Support Representative will be responsible for providing world-class technical support to global partners, utilizing our award-winning network management software. The individual will possess both technical credentials and a friendly, consultative approach to solving partner issues when answering technical support questions via telephone, e-mail, and other channels.

What You'll Do

• Work closely with N-able's MSP partners to develop and deploy monitoring and management solutions based on the partner's service offerings and requirements
• Provide support via telephone, e-mail, and chat to N-able's MSP partners and clients
• Identify and resolve problems during deployment
• Document partner issues and resolutions in KB Articles
• Triage support incidents and escalate to the second line as required
• Prioritize support issues while maintaining high partner satisfaction
• Create internal documentation as needed

What You'll Bring

• Exposure to VMware, Hyper-V, Windows Server, Active Directory, Windows, Linux, and MacOS is highly preferred
• Basic understanding of networking technologies (subnets, firewalls, ports, switches, routing, TCP/IP)
• Familiarity with remote monitoring and management platforms and ability to learn new products quickly
• Experience with backup, patch management, anti-virus, and remote monitoring software
• Ability to manage and maintain service level agreements
• Strong troubleshooting skills
• Excellent written and oral communication skills
• Ability to manage multiple priorities and time effectively
• SQL experience is a plus
• Previous experience in sales support, technical, or customer service roles
• High School diploma required; technical degree preferred

Purple Perks

What do we offer you?

• Medical, dental, and vision insurance for employees, partners, 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 local facilities
• Fun-raising opportunities as part of our giving program
• N-ablite Learning – customized learning experiences
• The Way We Work – 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. We partner with technology leaders supporting companies worldwide by providing secure infrastructure and tools to navigate evolving IT needs. We build strong relationships with our customers to help them thrive at every growth stage, and at the heart of this effort is our network of N-ablites—a global, diverse team dedicated to making a difference in how our partners do IT.