Escalation Manager

N-able Technologies Ltd.; Dundee; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking software company that values trust and flexibility in its hybrid working model. As an Escalation Manager, you will drive the resolution of escalated issues while collaborating with diverse teams across the globe. This role requires advanced customer service skills and a strong analytical mindset to facilitate improvements in processes and products. You'll be part of a dynamic team committed to making a difference in IT services, with opportunities for personal growth and contribution to customer success. Embrace a culture that prioritizes innovation and teamwork while enjoying a range of generous perks.

Benefits

Medical, dental, and vision coverage

Generous PTO and observed holidays

2 Paid Volunteer Days per year

Employee Stock Purchase Program

Personalized learning experience

Qualifications

• Advanced customer service skills with empathy and problem ownership.
• Strong analytical skills to break down problems and propose solutions.

Responsibilities

• Drive progress and resolution of escalated issues effectively.
• Collaborate with cross-functional teams to address escalations.

Skills

Customer Service Skills

Analytical Skills

Problem Solving

Interpersonal Skills

Communication Skills

Tools

Windows Server

Linux/UNIX

MacOS

Amazon Web Services

Networking Protocols

Virtualization

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 supporting our customers and each other. Our hybrid working model, the Way We Work, based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!

One of the main goals for the Escalation Manager will be to use key escalation learnings to provide feedback to internal teams, including Support & Services, Product Management, and Engineering, for process and product improvements. The successful candidate will be expected to communicate effectively with senior technical and managerial individuals both internally and externally.

What You'll Do

• Ownership for driving progress and resolution of escalated issues
• Engage and lead the escalation process, collaborating cross-functionally and geographically with dispersed virtual teams to develop and execute action plans to address escalations
• Ensure cross-functional teams work off clear action plans and deliver within established expectations
• Knowledge of security protocols and experience with operating systems such as Windows Server, Linux/UNIX, and MacOS is advantageous
• Familiarity with networking protocols is essential; experience with virtualization and Amazon Web Services is a plus
• Drive visibility into partner escalation trends through case audits and dashboards, proactively monitoring trends and customer escalations, and using data to recommend technical or business process improvements
• Facilitate and report on daily/weekly stand-ups to ensure visibility of key customer issues, including escalation status and trend analysis

What You'll Bring

• Advanced customer service skills such as empathy, diplomacy, and problem ownership
• Strong interpersonal and communication skills, capable of working with a diverse audience including technical professionals, developers, product managers, and executives
• Strong analytical and problem-solving skills, with the ability to break down problems and propose creative solutions
• Ability to work in an ambiguous, fast-paced, and challenging environment with minimal supervision
• A customer advocate mentality, willing to go above and beyond to meet customer objectives

Purple Perks

• Medical, dental, and vision coverage
• Generous PTO and observed holidays
• 2 Paid Volunteer Days per year
• Employee Stock Purchase Program
• Fun-raising opportunities through our giving program
• N-ablite Learning – a personalized 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 transforming IT possibilities into capabilities. We partner with technology leaders to support companies worldwide by offering secure infrastructure and tools to navigate evolving IT needs. We build strong relationships with our customers to help them thrive at every growth stage, supported by our global team of diverse creators—our N-ablites—dedicated to making a difference in how our partners do IT.