Technical Support Manager

Found in: Jooble CA O C2 - 1 week ago

Ottawa ON, Canada N-able Technologies Ltd. Full time

Why N-able

N-able is seeking a Technical Support Manager to join us on this exciting journey as we grow We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

N-able creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team.

The successful candidate is a proven leader and will have experience managing a Technical Support team. Managers are responsible for ensuring high quality, timely resolution of partner issues that align 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 Technical Support Manager will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution, and escalating issues when necessary.


What You'll Do

  • Drive a solution/results-focused, high performing culture among the teams.
  • Manage the daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Engineers.
  • Monitor caseload and ensure adherence to Service and Experience Level Objectives.
  • Mentor direct reports, provide growth opportunities, and conduct performance reviews.
  • Monitor KPIs to measure team performance and drive process improvement.
  • Handle client escalations and resolution through all levels of an organization.
  • Assign and manage projects based on new product releases, call-related issues, and/or training needs within the organization. Track projects and create documentation based on project successes.
  • Provide empathy and understanding of client issues and the impact on their business operations.
  • Establish effective processes and practices for knowledge sharing and communication.
  • Collaborate with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
  • Review departmental communication and processes, recommend improvements and drive efficiency.
  • Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuous improvement.

What You'll Bring

  • 5-7 years of technical experience with 2+ years at the management level
  • Both hands-on software support experience combined with strong management and communication skills.
  • Skilled at problem-solving, decision making, and negotiations.
  • Strong written and verbal communication skills.
  • Strong interpersonal skills; able to communicate at all levels of an organization.
  • Able to manage multiple projects simultaneously.
  • Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.
  • Demonstrate the ability to manage changing and multiple priorities.
  • Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.
  • Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
  • Lead partner facing conversations to drive solutions cross functionally and help build partner loyalty.

Purple Perks

What do we offer you?

  • Medical, dental and vision – foremployee,partner, and children
  • Generous PTO andobservedholidays
  • 2 PaidVoluNteerDays 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 givingprogram
  • 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.

#LI-JM2

#J-18808-Ljbffr

  • Technical Support Specialist

    Found in: Talent CA C2 - 1 week ago

    Ottawa, Canada Home and Community Care Support Services Full time

    Position Summary: Under the direction of the Manager, Network and IT Services, the Technical Support Specialist provides Home and Community Care Support Services (HCCSS) Champlain end-users with hardware and software support and resolves routine operational problems. In addition, the Technical Support Specialist provides tutorial sessions and...

  • Technical Support Manager

    Found in: Talent CA C2 - 1 week ago

    Ottawa, Canada N-able Full time

    Technical Support Manager JOB_DESCRIPTION.SHARE.HTML CAROUSEL_PARAGRAPH JOB_DESCRIPTION.SHARE.HTML Ottawa, Canada Support 18974 Job Description Why N-able N-able is seeking a Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a...

  • Technical Support Manager

    2 weeks ago

    Ottawa, Canada N-able Technologies Ltd. Full time

    Why N-ableN-able is seeking a Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.N-able creates and sells powerful and affordable software to enable the digital evolution of various...

  • Technical Support Manager

    7 days ago

    Ottawa, Canada N-able Technologies Ltd. Full time

    Why N-ableN-able is seeking a Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.N-able creates and sells powerful and affordable software to enable the digital evolution of various...

  • Technical Support Manager

    7 days ago

    Ottawa, Canada N-able Technologies Ltd. Full time

    Why N-ableN-able is seeking a Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.N-able creates and sells powerful and affordable software to enable the digital evolution of various...

  • Technical Support Manager

    Found in: Jooble CA O C2 - 1 week ago

    Ottawa, ON, Canada beBee Professionals Full time

    BeBee Professionals is looking for an experienced IT Support Manager to join our team in Ottawa. The successful candidate will be responsible for providing technical support to our customers and ensuring the smooth running of our IT systems. The ideal candidate should have a degree in Computer Science or a related field, as well as at least 5 years of...

  • Technical Support Engineer

    Found in: Jooble CA O C2 - 1 week ago

    Ottawa, ON, Canada Fortinet, Inc. Full time

    Fortinet is looking for an experienced Technical Support Engineerto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Analyst

    Found in: Jooble CA O C2 - 1 week ago

    Ottawa, ON, Canada TrueContext Full time

    *Note: The work hours for this position are from 12pm to 8:30pm EST, Monday to Friday. When not working these hours, must be able and be willing to work in our Kanata office three days a week. TrueContextis looking for a skilled Technical Analyst who shares our passion for continuous improvement and can seize opportunities to make a positive difference....

  • System Support Specialist

    5 days ago

    Ottawa, Canada ALT Technical Full time

    **Your Responsibilities** - Respond to monitoring alerts and customer initiated tickets - Troubleshoot and find resolutions to complex technical problems - Escalate all Critical/High issues to designate support team within SLA guidelines - Document, track and monitor the problem to ensure timely resolution - Demonstrate an excellent Customer Service Skills...

  • Technical Support Engineer

    Found in: Jooble CA O C2 - 2 days ago

    Ottawa, ON, Canada Thrive Networks Inc Full time

    Will work from Ottawa office 3x per week! About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our...

  • Technical Support Specialist

    Found in: Talent CA 2 C2 - 1 week ago

    Ottawa, Canada Fortinet Full time

    DescriptionFortinet is looking for Technical Support Engineers to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of...

  • Technical Support Engineer

    Found in: Talent CA C2 - 1 week ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    1 week ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking for an experienced Technical Support Engineerto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    1 week ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking for an experienced Technical Support Engineerto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    1 week ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking for an experienced Technical Support Engineerto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    Found in: beBee S CA - 2 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Specialist, Helpdesk

    Found in: Jooble CA O C2 - 3 days ago

    Ottawa, ON, Canada Defence Construction Canada Full time

    The Technical Support Specialist, Helpdesk, provides information technology (IT) support to all staff for laptops, desktops, printers, operating software, application software, networks, switches, e-mail, servers and mobile devices. The incumbent also carries out software deployment and patching, procures hardware, and maintains standards for all computing...

  • Technical Support Engineer, Network Automation

    Found in: Jooble CA O C2 - 2 days ago

    Ottawa, ON, Canada Thrive Networks Inc Full time

    Will work from Ottawa office 3x per week! Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive...

  • Technical Support Analyst

    7 days ago

    Ottawa, Canada TrueContext Full time

    *Note: The work hours for this position are from 12pm to 8:30pm EST, Monday to Friday. When not working these hours, must be able and be willing to work in our Kanata office three days a week. TrueContextis looking for a skilled Technical Analyst who shares our passion for continuous improvement and can seize opportunities to make a positive difference. We...

  • IT Support Manager

    Found in: Jooble CA O C2 - 1 week ago

    Ottawa, ON, Canada beBee Professionals Full time

    BeBee Professionals is looking for an experienced IT Support Manager to join our team in Ottawa. The successful candidate will be responsible for providing technical support to our customers and ensuring the smooth running of our IT systems. The ideal candidate should have a degree in Computer Science or a related field, as well as at least 5 years of...