Why N-able IT doesn't get better than this! N-able isn't just another software company - we're going places, and we'd love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you're adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference! N-able is seeking a new Technical Support Repesentative to come join us on our exciting journey of growth! This Technical Support Repesentative will be esponsible for providing world-class technical support to global partners, utilizing our award-winning network management software. This individual 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. What You'll Do * 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. * Priorize support issues while maintaining high partner satisfaction. * Create internal documentation, as required. What You'll Bring * 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 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. * 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 * 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. * Priorize support issues while maintaining high partner satisfaction. * Create internal documentation, as required.