Head of Technical Support & Customer Experience

N-able Technologies Ltd.; Morrisville (NC); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

Medical, dental and vision

Generous PTO and observed holidays

2 PaidVolunteerDays per year

Pension Plan

Employee Stock Purchase Program

Discounted gym access at several local

Fund-raising opportunities

N-ablite Learning

Job summary

N-able is seeking a Manager, Technical Support in Morrisville, NC to lead a team of Support Representatives and Team Leads, uphold SLA, and coordinate with cross-functional partners. You will drive service quality and customer satisfaction in a fast-growing SaaS environment.

Qualifications include 5–7 years in SaaS support with leadership experience, strong IT knowledge, and excellent communication. This role emphasizes mentorship, KPI-driven improvement, and collaboration across departments.

Qualifications

• Minimum 5–7 years in SaaS customer support with 2+ years in management.
• Strong knowledge of IT infrastructure and industry best practices.
• Excellent delegation, leadership, coaching and development skills.
• Excellent communication with technical and non-technical audiences.
• Proven ability to execute in a customer-focused, cross-functional environment.
• Experience with Salesforce and SaaS architectures is a plus.

Responsibilities

• Oversee day-to-day Contact Center operations and team performance.
• Ensure case management aligns with Support Best Practices and SLA adherence.
• Lead cross-functional collaboration to resolve issues with Development, QA and Business teams.
• Mentor staff, conduct performance reviews, and support career growth.
• Manage staffing, hiring, onboarding, and training.
• Track KPIs and drive continuous service improvements.
• Escalate and resolve customer issues across all levels.
• Coordinate project work tied to product releases and training needs.

Skills

Leadership

Team management

Communication

Problem-solving

Project management

Stakeholder management

Strategic thinking

Education

Technical Degree/Diploma

Tools

Salesforce

Job description

N-able is seeking a Manager, Technical Support in Morrisville, NC to lead a team of Support Representatives and Team Leads, uphold SLA, and coordinate with cross-functional partners. You will drive service quality and customer satisfaction in a fast-growing SaaS environment.

Qualifications include 5–7 years in SaaS support with leadership experience, strong IT knowledge, and excellent communication. This role emphasizes mentorship, KPI-driven improvement, and collaboration across departments.