Technical Support Manager: Lead, Resolve & Improve SLAs

N-able, Inc.; Morrisville (NC); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision

Generous PTO and holidays

Volunteer days

Pension plan

ESOP

Discounted gym access

Fund-raising opportunities

Learning programs

Job summary

N-able, Inc. seeks a seasoned Manager, Technical Support to lead a growing team and optimize enterprise support processes. You will drive issue resolution, mentor staff, and collaborate with Development, QA, and Business teams to improve service quality and customer outcomes.

The role emphasizes leadership, SaaS expertise, and a customer-first mindset across global operations with a focus on continuous improvement and staff development.

Qualifications

• Minimum 5–7 years in SaaS customer support with 2+ years in a management role.
• Experience with IT infrastructure and industry best practices.
• Proven ability to coach, mentor and develop a team.

Responsibilities

• Oversee day-to-day contact center operations and staffing.
• Ensure adherence to SLAs, case management and knowledge sharing.
• Drive performance via KPIs, coaching and escalation management.
• Collaborate with cross-functional teams to resolve issues and implement improvements.
• Manage projects related to product releases and training needs.

Skills

People leadership

SaaS support

IT infrastructure

Delegation

Problem solving

Communication

Salesforce knowledge

Cross-functional coordination

Education

Technical degree/diploma

Tools

Salesforce

SaaS architecture

Job description

N-able, Inc. seeks a seasoned Manager, Technical Support to lead a growing team and optimize enterprise support processes. You will drive issue resolution, mentor staff, and collaborate with Development, QA, and Business teams to improve service quality and customer outcomes.

The role emphasizes leadership, SaaS expertise, and a customer-first mindset across global operations with a focus on continuous improvement and staff development.