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 Technical Support Escalation Manager role is a high-visibility individual contributor position that drives progress and accountability on technical support issues jeopardizing our partnerships. The role requires both cross-functional and external coordination with Partners, Product Management, Engineering, Technical Support, Executive Leadership, and Partner Success in unison to resolve complex challenges. 

 


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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Is a Remote Job?
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N-able protects businesses against evolving cyberthreats. We deliver end-to-end cyber resilience by unifying endpoint protection, threat detection and response, and data recovery to minimize risk...

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