Tier 2 Application Support Representative

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.

This role is esponsible for providing world-class technical support to global partners, utilizing our award-winning network management software. Will possess both technical credentials, as well as a friendly, consultative approach to solving partner issues when answering technical support questions via telephone, e-mail, and other channels, as defined.

• Work closely with N-able's MSP partners to develop and deploy monitoring and management solutions based on the partner's service offerings and requirements.
• Provide telephone, e-mail, and chat support to N-able's MSP partners and clients.
• Responsible for problem identification and resolution during deployment.
• Document partner issues and resolutions - KB Articles.
• Triage support incidents and escalate to the second line, as required.
• Prioritize support issues while maintaining high partner satisfaction.
• Create internal documentation, as required.

• Demonstrated exposure to VMware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, and MacOS, is highly preferred
• Basic understanding of networking technologies and concepts (subnets, firewalls, ports, switches, routing and TCP/IP)
• Familiarity with remote monitoring and management platforms, as well as the ability to come up to speed on new products quickly
• Experience with backup, patch management, anti-virus, and remote monitoring software and solutions
• Ability to manage and maintain service level agreements
• Work closely with other internal N-able MSP teams to resolve partner issues
• Exceptional troubleshooting skills
• Strong written and oral communication skills
• Ability to manage multiple shifting priorities and manage time effectively
• SQL experience is an asset
• Previous experience in sales support, technical or customer service role
• High School diploma required; technical degree preferred

What do we offer you?

• 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
• The Way We Work - our hybrid working model based on trust and flexibility

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.