SaaS Technical Support Manager - Lead & Elevate Service

N-Able Technologies, Inc.; Morrisville (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision

Generous PTO

Volunteer days

Pension Plan

Employee Stock Purchase Plan

Learning program

Job summary

N-able is seeking a Manager, Technical Support to lead a skilled team responsible for delivering world‑class enterprise software support. The role focuses on performance, customer satisfaction, and rapid issue resolution across departments including Development and QA.

The ideal candidate has SaaS support leadership experience, deep IT infrastructure knowledge, and strong communication skills to advocate for customers across a cross‑functional organization.

Qualifications

• 5–7 years of SaaS customer support experience.
• 2+ years in a management role leading teams.
• Strong knowledge of IT infrastructure and industry best practices.
• Proven ability to coach and develop team members.
• Excellent communication across technical and non‑technical audiences.

Responsibilities

• Oversee day‑to‑day operations of the contact center, including recruiting, training, and mentoring.
• Monitor SLA adherence, case management, and operational metrics.
• Drive process improvements and knowledge sharing across teams.
• Escalate and resolve customer issues through all levels of the organization.
• Plan staffing and resource allocation; hire and onboard new team members.

Skills

SaaS support

Leadership

Project management

Problem solving

Stakeholder communication

IT infrastructure knowledge

Team mentoring

Cross-functional collaboration

Staffing planning

Negotiation

Education

Technical Degree/Diploma

Tools

Salesforce

Job description

N-able is seeking a Manager, Technical Support to lead a skilled team responsible for delivering world‑class enterprise software support. The role focuses on performance, customer satisfaction, and rapid issue resolution across departments including Development and QA.

The ideal candidate has SaaS support leadership experience, deep IT infrastructure knowledge, and strong communication skills to advocate for customers across a cross‑functional organization.