Technical Support - Escalation Manager (Mid Shift)

N-able Technologies Ltd.; Taguig; Hybrid; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Generous PTO

Volunteer days

Employee stock purchase program

Company pension

Internet allowance

Pantry allowance

De minimis allowance

Fund-raising opportunities

N-ablite Learning

Hybrid work model

Job summary

N-able Technologies Ltd. is seeking an escalation specialist to own and resolve high-priority issues, lead cross-functional teams, and communicate status with stakeholders.

The role emphasizes strong problem-solving and customer empathy across a global, hybrid work environment. Ideal candidates will have extensive SaaS/IT service operations experience, excellent communication, and the ability to drive investigations toward permanent resolution while collaborating with developers, product

Qualifications

• Bachelor's degree or equivalent work experience.
• 5-8+ years in SaaS, IT or service operations with 3+ years handling escalations.
• Strong problem-solving and decision-making skills.
• Excellent communication and conflict resolution abilities.

Responsibilities

• Own escalations and drive progress to resolution.
• Lead cross-functional virtual teams on action plans for escalations.
• Ensure teams work from clear action plans and meet expectations.
• Communicate status and progress to internal and external stakeholders.
• Drive escalation metrics via audits and dashboards to identify trends.
• Facilitate daily/weekly stand-ups for visibility on customer issues.
• Assess business impact to determine severity and priority of escalations.
• Demonstrate advanced customer service with empathy and ownership.
• Collaborate with technical and business teams to steer investigations.
• Adapt to evolving environment with minimal supervision and drive improvements.
• Maintain a customer-advocate mindset to exceed objectives.

Skills

Escalation handling

SaaS/IT experience

Communication

Conflict resolution

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

Why N-able

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. But the real power behind it all? Our people. 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 besurrounded by people who believe in what they do—and in you.

What You’ll Do

• Ownership for driving progress and resolution of escalated issues.
• Engage and lead cross-functional and geographically dispersed virtual teams in the development and execution of action plans to address escalations.
• Ensure cross-functional teams are working from clear action plans and delivering within established expectations.
• Effectively communicate the status and progress of escalated issues in a timely manner and with appropriate levels of urgency to both internal and external stakeholders.
• Drive visibility into partner escalation metrics through case audits and dashboards to proactively monitor trends and utilize said data to recommend technical and/or business process changes that drive improvements.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics trending analysis, etc.
• Accurately assess and comprehend business impact to determine the appropriate severity and priority of escalated issues.
• Advanced customer service and soft skills including, but not limited to customer empathy, diplomacy, emotional intelligence, and problem ownership.
• Demonstrate strong interpersonal and communication skills while working with a diverse audience including highly technical professionals, developers, product managers, and executives.
• A successful candidate should possess strong analytical, problem-solving skills, and can methodically break down a problem into its constituent parts. Should be able to effectively collaborate with cross-functional teams to properly drive the direction of the investigation toward timely and permanent resolution.
• Must be able to work in a multi-faceted environment with minimal supervision. You are comfortable working in an evolving environment, embracing change, and striving for ways to improve personal and business development.
• You have a “whatever it takes” customer advocate mentality and are willing to go above and beyond to ensure the customers have met their objective.

What You’ll Bring

• Bachelor's degree or equivalent work experience
• 5-8+ working exprience in SaaS, IT or service operations, with 3+ years handling escalations
• Strong problem-solving and decision-making skills
• Excellent communication and conflict resolution abilities

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
• 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 –hybrid working model of 2-3 days a week in-hub collaboration

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.

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