Technical Support Manager

4 weeks ago

Ottawa, Canada N-able 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.

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 - 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

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

  • Technical Support Manager

    2 months 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...

  • System Support Specialist

    1 month 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 Architect

    1 day ago

    Ottawa, Canada Bronson Technical Search Full time

    Job Title: Technical Architect Contract Duration: 1 year, with 4 options years for renewalLocation: Hybrid – Ottawa, 1200 Montreal Road, Building M55Security Requirement: Reliability ClearanceOverview: Our government client seeks a Technical Architect to support IT modernization and digitalizati

  • Technical Support Specialist, Temporary Full Time

    4 weeks ago

    Ottawa, Canada Home and Community Care Support Services Champlain Full time

    **Home and Community Care Support Services Champlain** is one of 14 Home and Community Care Support Services organizations in Ontario. We are dedicated to ensuring our more than 64,000 patients annually receive the highest-quality health care and services at home. Our patient-care coordination teams help develop care plans for people of most ages, focused on...

  • Technical Support

    1 month ago

    Ottawa, Canada National Judicial Institute Full time

    The National Judicial Institute (NJI) is an independent, bilingual, not‐for‐profit organization, based in Ottawa and Montreal, with a mandate to coordinate and deliver educational programming to members of the judiciary across Canada. Internally, a team of lawyers assist judicial education planning committees on matters of content and pedagogical design,...

  • Technical Support

    1 month ago

    Ottawa, Canada Zodiac Light Waves Inc. Full time

    As a growing company we are looking to fill two technical support position. We are looking for an individual looking to grow within our company and take a leadership role. **Job Title: Technical Support Specialist** We are seeking a highly skilled Technical Support Specialist to provide assistance and troubleshooting for phone systems, network...

  • Technical Support Specialist

    1 month 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

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet, Inc. Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:Support and troubleshooting on the wireless and switching range of Fortinet productsCollection, analysis and change recommendations of...

  • Technical Architect

    4 days ago

    Ottawa, Canada Bronson Technical Search Full time

    Job Title: Technical ArchitectContract Duration: 1 year, with 4 options years for renewalLocation: Hybrid – Ottawa, 1200 Montreal Road, Building M55Security Requirement: Reliability ClearanceOverview: Our government client seeks a Technical Architect to support IT modernization and digitalization initiatives within the Construction Research Centre. The...

  • Technical Architect

    4 days ago

    Ottawa, Canada Bronson Technical Search Full time

    Job Title: Technical ArchitectContract Duration: 1 year, with 4 options years for renewalLocation: Hybrid – Ottawa, 1200 Montreal Road, Building M55Security Requirement: Reliability ClearanceOverview: Our government client seeks a Technical Architect to support IT modernization and digitalization initiatives within the Construction Research Centre. The...

  • Technical Architect

    4 days ago

    Ottawa, Canada Bronson Technical Search Full time

    Job Title: Technical ArchitectContract Duration: 1 year, with 4 options years for renewalLocation: Hybrid – Ottawa, 1200 Montreal Road, Building M55Security Requirement: Reliability ClearanceOverview: Our government client seeks a Technical Architect to support IT modernization and digitalization initiatives within the Construction Research Centre. The...

  • Technical Support Specialist

    5 days ago

    Ottawa, Canada Dentons Full time

    Ottawa, ON, CA- Jun 29, 2023Dentons is designed to be different. Our firm leads the way in a rapidly changing legal marketplace. We challenge the status quo and deliver consistent results as well as uncompromising quality and value to our clients. Our global presence is renowned with over 20,000 individuals in more than 200 offices across 82...

  • Technical Support

    2 days ago

    Ottawa, Canada NetraClos Full time

    **About us** NetraClos is a dynamic and customer-obsessed Information Technology (IT) services and solutions company with the main office in Toronto, Ontario, and branches throughout Canada. Future is all about Hybrid IT methodology, with a clear focus on developing these Hybrid IT solutions to eliminate the gap between business and technology; NetraClos...

  • Technical Support Analyst

    2 months 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...

  • Technical Support Analyst

    1 month 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...

  • Technical Support Analyst

    1 month 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...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including: Support and troubleshooting on the wireless and switching range of Fortinet products Collection, analysis and change recommendations of...

  • Technical Support Representative

    1 week ago

    Ottawa, Canada Barracuda Networks Inc. Full time

    Location: Ottawa, ON **Envision yourself at Barracuda** Barracuda MSP is on the cutting edge of the SaaS cloud storage market, delivering an exceptional customer experience for its channel partners. Serving over 2000 partners, and nearly 40,000 small businesses, Barracuda MSP is helping to ensure that no small business goes out of business from data...