What are the responsibilities and job description for the Tier 2 Application Support Representative position at N-able?
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.
This role is esponsible for providing world-class technical support to global partners, utilizing our award-winning network management software. 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
What do we offer you?
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.
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.
This role is esponsible for providing world-class technical support to global partners, utilizing our award-winning network management software. 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.
- Prioritize support issues while maintaining high partner satisfaction.
- Create internal documentation, as required.
- 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
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
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.