Intermediate Technical Support Representative

Why N-able
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.

If you have a people and customer-first mindset, our Technical Support organization is a great place to fuel your growth With strong communication and interpersonal skills combined with your technical aptitude, you will have the unique opportunity to uphold the excellent standard of support for our partners.  With sound critical thinking abilities, you will make decisions about how to prioritize workloads and handle multiple tasks simultaneously. If you're a highly motivated individual who thrives in rapidly growing environments, you can look forward to working with a dynamic and collaborative group

This is a hybrid role that requires on-site work at our Ottawa Office three times per week.
What You'll Do

• Deliver 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 thorough and accurate documentation of cases.
• Prioritize incidents in the Salesforce 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.
• Be open to rotational shift that may, on limited occasions, include weekend or holiday support.

What You'll Bring

• Proficiency in Windows and Linux OS, Active Directory, file structure, registry, and event logs.
• Understanding of networking protocols, firewalls and security concepts-SNMP, SMTP, DHCP.
• The ability to explain problems simply, clearly, and professionally to interpret technical instructions and provide those technical instructions back to partners.
• 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).
• Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.
• Knowledge of SQL, Cloud Services (Azure/AWS), and Backup technologies a plus. WMI, PowerShell, VMware, TLS are also bonuses.

Purple Perks

• Medical, dental and vision - for employee, partner, and children
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Retirement Savings Plan
• Employee Stock Purchase Program
• FuN-raising opportunities as part of our giving program
• N-ablite Learning - custom learning experience as part of our investment in you

This position has a starting base salary range of CAD $53,000.00/Yr. to CAD $64,100/Yr. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. This position is also eligible for bonus and long-term incentives.

About N-able
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.