Lead Technical Support Representative (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! A proven leader and will have experience managing a Technical Support team. Team Leads are responsible for ensuring high quality, timely resolution of partner issues, in line with Service and Experience level objectives.

Our partners should leave their interaction with our Support teams in a better position than when they first engaged with us. The Lead Technical Support Representative will have the ability to understand and lead their designated team, through responding to technical issues, working across departments to drive issue resolution, and cultivating collaboration and quality control, according to our business values and best practices.

What You'll Do

Assist Technical Support Managerial Leadership in daily operations, act as a liaison between support teams and leadership, and help manage ad-hoc coverage and POD-specific needs to ensure smooth workflows and alignment with best practices. Mentorship, Development, and Advocacy: Mentor and manage direct reports to support team growth, participate in your own aspiring manager development, and serve as a trusted advocate to drive outcome-based discussions and strategic improvements.

Escalation and Partner Experience Management: Act as an escalation point-of-contact, engage in partner-facing calls, address CSAT and retention concerns, and support Technical Support Managers in partner experience discussions. Performance and KPI Monitoring: Learn and apply effective KPI management, monitor case handling and operational performance, and assist with ensuring case management aligns with support standards.

Cross-Team and Global Collaboration: Collaborate with global PODs and cross-functional teams (Product Management, Sales, Training, etc.) to align efforts, improve communication, and strengthen interdepartmental relationships. Leadership and Project Involvement: Lead small to medium projects aligned with managerial goals, balance team leadership duties with technical responsibilities, and contribute to leadership meetings and strategic planning.

POD Operations and Process Oversight: Understand POD health and unique operational requirements (e.g., security, backup, queue monitoring), ensure efficient distribution model execution, and assist managers with governance and delegation tasks.

What You'll Bring

Demonstrated ability to manage multiple projects and shifting priorities while maintaining focus and execution in fast-paced, customer-centric environments. Skilled in diagnosing issues, resolving conflicts, making sound decisions, and negotiating solutions with a solution-oriented mindset and commitment to continuous learning.

Proven track record of building strong relationships, leading by influence, and collaborating across cross-functional teams to advocate for customers and partners. Excellent verbal and written communication skills; adept at conveying technical concepts clearly to both technical and non-technical audiences across all organizational levels and partner networks.

Extensive hands-on experience in software support with a solid foundation in technical support principles and security concepts, including web protocols, email services, SNMP, and FTP. Proficient in troubleshooting complex technical issues involving Windows Server, Active Directory, GPO, event logs, file structures, and registry.

Strong knowledge of networking concepts such as DNS, TCP/IP, DHCP, VPN, and firewalls. Purple Perks Medical and dental insurance Generous PTO and observed holidays 2 Paid Volu. Nteer 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 3 days a week in-hub collaboration 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.

Support Leadership and Operational Management: Assist Technical Support Managerial Leadership in daily operations, act as a liaison between support teams and leadership, and help manage ad-hoc coverage and POD-specific needs to ensure smooth workflows and alignment with best practices. Mentorship, Development, and Advocacy: Mentor and manage direct reports to support team growth, participate in your own aspiring manager development, and serve as a trusted advocate to drive outcome-based discussions and strategic improvements.

Escalation and Partner Experience Management: Act as an escalation point-of-contact, engage in partner-facing calls, address CSAT and retention concerns, and support Technical Support Managers in partner experience discussions. Performance and KPI Monitoring: Learn and apply effective KPI management, monitor case handling and operational performance, and assist with ensuring case management aligns with support standards.

Cross-Team and Global Collaboration: Collaborate with global PODs and cross-functional teams (Product Management, Sales, Training, etc.) to align efforts, improve communication, and strengthen interdepartmental relationships. Leadership and Project Involvement: Lead small to medium projects aligned with managerial goals, balance team leadership duties with technical responsibilities, and contribute to leadership meetings and strategic planning.

POD Operations and Process Oversight: Understand POD health and unique operational requirements (e.g., security, backup, queue monitoring), ensure efficient distribution model execution, and assist managers with governance and delegation tasks. Demonstrated ability to manage multiple projects and shifting priorities while maintaining focus and execution in fast-paced, customer-centric environments.

Skilled in diagnosing issues, resolving conflicts, making sound decisions, and negotiating solutions with a solution-oriented mindset and commitment to continuous learning. Proven track record of building strong relationships, leading by influence, and collaborating across cross-functional teams to advocate for customers and partners.

Excellent verbal and written communication skills; adept at conveying technical concepts clearly to both technical and non-technical audiences across all organizational levels and partner networks. Extensive hands-on experience in software support with a solid foundation in technical support principles and security concepts, including web protocols, email services, SNMP, and FTP.

Proficient in troubleshooting complex technical issues involving Windows Server, Active Directory, GPO, event logs, file structures, and registry. Strong knowledge of networking concepts such as DNS, TCP/IP, DHCP, VPN, and firewalls.