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Added 1 min ago
Treatment Coordinator
CoreCivic
LAS ANIMAS, CO
…implementing and supervising treatment services, monitoring program participants and supervising staff activities. Will provide counseling services to inmates/residents assigned to the…
Added 1 min ago
M
Child Activity Attendant-- Ritz Kids
Marriott
Avon, CO
- $24.57 USD / hour
Personally contribute to the youth program’s team goal of providing fun, educational and caring services to the children of members and guests, in a warm and welcoming environment. Build…
Added 1 min ago
GH
Occupational Therapist (OT)
Genesis Healthcare
Canon City, CO
- $60 USD / hour
At Powerback, we're on a mission to improve lives. As the leader in physical, occupational, speech, and respiratory therapies, we help older adults stay active and thrive.With over four…
Added 1 min ago
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Aircraft Structural Technician
Aerotek
Monument, CO
- $43 USD / hour
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Added 1 min ago
Flight Paramedic I
Intermountain Health
Steamboat Springs, CO
…readiness, and contributing to the overall quality of the transport…
Added 1 min ago
Personal Banker Glenwood Meadows
Wells Fargo
GLENWOOD SPRINGS, CO
Added 1 min ago
HF
Retail Stocking Supervisor
Harbor Freight Tools
Montrose, CO
- $20.75 USD / hour
Physically able and willing to become certified to operate a forklift in accordance with IIPP. (Injury, and Illness Prevention Program)
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Added 1 min ago
Senior Clinical Research Specialist - NV - Irvine, CA; Lafayette, CO or Fridley, MN (Onsite)
Medtronic
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…healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare…
Added 1 min ago
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Intermountain Health
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Graduate of a Radiologic Technology, Cardiovascular Technology, Respiratory Therapy, or Nursing program
Added 1 min ago
Principal Sales Administrator / Analyst
Medtronic
Lafayette, CO
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work…
Added 1 min ago
Position Patient Access Acute Representative PRN
Intermountain Health
Lafayette, CO
…healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare…
Added 1 min ago
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Intermountain Health
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Added 1 min ago
Medical Lab Scientist PRN
Intermountain Health
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OR - Completion of course work and internship requirements in a qualified MLS program and eligibility to sit for the BOC. Certification must be completed and documented within 6 months of…
Added 1 min ago
T
Assets Protection Team Leader - Arvada, CO
Target
Arvada, CO
- $23.75 to $40.4 USD / hour
…skills for a career. The role of an Assets Protection Team Leader can provide you with the skills and experience…
Added 1 min ago
General Manager II
Sunrise Senior Living
Greeley, CO
Serve as on-call leader and step into operational roles as needed
Added 1 min ago
WM
Non-CDL Driver, Residential Grand Junction, CO
Waste Management
Grand Junction, CO
- $18 to $20 USD / hour
…Committed to Your Growth: Your Tomorrow Education Assistance Program, paid on-the-job training, and established career progression. We Are Stable: From the front line to the corporate…
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Security Officer PRN
Intermountain Health
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PA or NP degree from a fully accredited program
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Neuro Physical Therapist
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Meetings : Participates in patient care conferences, interdisciplinary meetings, staff meetings, and necessary professional and work groups in collaboration/consensus with leader.
Added 1 min ago
Management Trainee – Greentech Renewables - Non Exempt - DIV
Consolidated Electrical Distributors
Grand Junction, CO
…and learn the ropes of solar distribution to become a future leader with Greentech Renewables. Someone who would thrive in this role is proactive, sees the “big picture”, enjoys interacting…
Added 1 min ago
Service Technician Apprentice
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…sought after Trane Commercial HVAC Technician Apprenticeship Program (TAP). This is a robust, four-year apprenticeship program Nationally Registered through the US department of Labor for…

N-able

Manager, Technical Support

Morrisville, NC, United States

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Job details

Apply by: Nov 2, 2027
Experience: Technical Degree/Diploma, or a minimum of 5-7 years of experience within SaaS customer support environments, with 2+ years at the management level
Posting language: English
Posted: Nov 2, 2026

Original 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 be surrounded by people who believe in what they do, and in you.

The Manager, Technical Support is responsible for enhancing our organization and contributing to the evolution of our suite of world-class enterprise management software. The Manager, Technical Support will be a proven leader and will have experience managing a team of Technical Support Representatives. The Manager, Technical Support is responsible for team performance, ensuring timely resolution of customer issues, as well as high customer satisfaction, and acts as the primary escalation point for client partners. This position requires an understanding of technical issues and the ability to lead their direct reports through the response, working across departments to drive issue resolution and escalating issues when necessary.

What You'll Do

Manages the day-to-day operations of the Contact Center including recruiting, training, mentoring, motivating and managing a team of Support Representatives and Team Leads.
Monitors and collaborates with team members to ensure all Case Management activities align with N-able's Support Best Practices.
Optimizes and drives adherence to processes and practices for knowledge sharing and communication.
Monitors case load and ensures adherence to the SLA.
Oversees case management, including monitoring operational metrics, incident backlog review, and escalation tracking.
Mentors direct reports, provides growth opportunities, and conducts performance reviews.
Handles and resolves conflicts within the team or department.
Monitors KPIs to measure team performance and drive performance improvement.
Compiles efficiency metrics and presents recommendations to management to drive change.
Handles customer issue escalation and resolution through all levels of the organization.
Assigns and manages projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
Provides empathy and understanding of customer issues and the impact on their business operations.
Develops individual and team objectives to contribute positively to organizational goals and direction.
Works across teams and functions (Technical Support, Business, Development, and Quality Assurance) to escalate and resolve defects.
Reviews departmental communication and processes, while recommending improvements and driving efficiency.
Reviews satisfaction survey data and leverages feedback to coach direct reports and drive satisfaction.
Ensures coverage for off hours issues, as defined by the SLA.
Handles staffing planning and resource allocation
Manages hiring, training and onboarding of new team members.

What You'll Bring

Technical Degree/Diploma, or a minimum of 5-7 years of experience within SaaS customer support environments, with 2+ years at the management level
Strong knowledge of industry best practice and IT infrastructure
Strong delegation and task management skills
Strong leadership skills in team motivation, coaching and development
Skilled at problem-solving, decision making, and negotiations
Strong interpersonal skills; able to communicate at all levels of an organization
Skilled in written and verbal communication to technical and non-technical audiences and at all levels of the organization, as well as across the customer base
Knowledge of support case management workflow and operational metrics
Able to manage multiple projects simultaneously
Able to navigate challenging situations in a professional manner
Experience working with Salesforce and understanding of SaaS architecture is a plus
Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
Demonstrated ability to manage multiple and changing priorities and drive quality improvements

Purple Perks

Medical, dental and vision – for employee, partner, and children!
Generous PTO and observed holidays
2 Paid VoluNteer Days per year
Pension Plan with company-contribution
Employee Stock Purchase Program
Discounted gym access at several local facilities
FuN-raising opportunities as part of our giving program
N-ablite Learning – custom learning experience as part of our investment in you

About N-able

At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites - a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

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More about this job

Skills

Technical support
Manage a team
Customer service
Recruitment
Coaching
Case management
Communication skills
Documentation
Quality assurance
Onboarding
Manage schedule of tasks
Leadership
Problem solving
Decision making
Interpersonal skills
Workflow
Salesforce

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