Manager, Technical Support

Manager, Technical Support - Security Products 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. 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. Hybrid Work Location This is a role that will sit in our Ottawa Collaboration Hub three days per week (Tuesdays through Thursdays). What You’ll Do Manage daily operations of the Contact Center, including recruiting, training, mentoring, motivating, and managing a team of Support Analysts. Provide growth opportunities and conduct performance reviews. Monitor caseloads and KPIs to ensure high performance and drive process improvements. Provide empathy and understanding of partner issues and the impact on their business operations. Compile efficiency metrics and present recommendations to senior leadership to drive change. Handle partner issue escalation and resolution through all levels of the organization. Liaise with Engineering, Product Management and other internal stakeholders to represent Support and customer needs at a technical level for ongoing product evolution and introduction. Coordinate and drive the ongoing development and maintenance of technical documentation for Support, as well as internal and external Knowledge Bases. Assign and manage projects based on new product releases, call‑related issues, and/or training needs within the organization. Track projects and initiate documentation based on project successes. Develop individual and team objectives to contribute positively to organizational goals and direction. Establish effective processes and practices for knowledge sharing and communication. Work with Technical Support, Business, Development, and Quality Assurance teams to escalagize and resolve defects. Review departmental communication and processes, recommend improvements, and drive efficiency. Review satisfaction survey data and leverage feedback to coach direct reports and drive satisfaction. Ensure coverage for off‑hours issues, as defined by the SLA. What You’ll Bring 5–7 years of hands‑on software support experience, plus 3–5 years of strong technical team leadership experience. Experience working with core technologies such as Windows, Mac, Linux, Active Directory, networking concepts, and more. Experience leading incident management exercises and coordinating responses. Strong written and verbal communication skills; skilled at problem‑solving, decision‑making, and negotiation. Strong interpersonal skills with the ability to communicate at all levels of an organization. Demonstrated ability to manage multiple or changing priorities, and concurrent projects. Ability to navigate challenging situations in a professional manner. Proven ability to execute in a customer‑focused environment and advocate for customers cross‑functionally. Able to communicate verbally to technical and non‑technical audiences at all levels of the organization, as well as across the customer base. Bonus Skills Understanding of Software as a Service (SaaS) architecture. Experience working with Salesforce. Cybersecurity experience. Purple Perks 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. Fund‑raising opportunities as part of our giving program. N‑ablite Learning — custom learning experience as part of our investment in you. 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. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Computer and Network Security #J-18808-Ljbffr