Prioritize incidents in the incident 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.
24/7 support with rotational weekends and holidays.
What You'll Bring
2+ years’ experience in L3 troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
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).
Experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration and Backup Technologies is a big plus.
2+ years of experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.
Purple Perks
Medical and dental insurance
Generous PTO and observed holidays
2 Paid VoluNteer Days per year
Employee Stock Purchase Program
Pension with company-contribution
Monthly grab & go onsite pantry allowance
Monthly internet allowance
De Minimis - monthly allowance
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 – hybrid working model of 2-3 days a week in-hub collaboration
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.
#LI-RB1 #LI-Hybrid
Deliver a 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 a thorough and accurate documentation of cases.
Prioritize incidents in the incident 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.
24/7 support with rotational weekends and holidays.
2+ years’ experience in L3 troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
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).
Experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration and Backup Technologies is a big plus.
2+ years of experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.
