Technical Support for Tools & Services (mid-shift)

Why N-able

IT doesn’t get better than this! N-able isn’t just another software company - we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!

N-able is seeking a Technical Support Engineer that will diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. We are seeking dedicated, creative, and driven individuals to join our team and grow professionally with us. You can look forward to working with a dynamic and collaborative group!

What You'll Do

• Deliver a high-quality service and support to N-able partners via phone, email, and/or chat, becoming a trusted advisor and owning the end-to-end management and resolution of issues.
• Combine technical knowledge, problem solving skills, and interpersonal skills as well as cross functional collaboration to provide an excellent support experience to our partners.
• Redirect or escalate issues appropriately and maintain a thorough and accurate documentation of cases.
• Prioritize incidents in the incident management system, with autonomy over personal caseload, in line with the Service and Experience Level Objectives.
• Maintain and continue to develop in-depth knowledge of N-able products and services.
• 24/7 support with rotational weekends and holidays.
  
  
  

What You'll Bring

• 2+ years’ experience in troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
• Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
• Understanding of security concepts, networking concepts and protocols: DNS, TCP/IP, HTTP, DHCP, VPN, firewall (knowledge of SMTP, web services, email services, SNMP, FTP is a plus).
• Experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
• Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration and Backup Technologies is a big plus.
• 2+ years of experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
• Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.
  
  
  

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
• Weekly lunch allowance, 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 - our hybrid working model based on trust and flexibility
  
  
  

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.