Tier 2 Application Support Representative

N-Able Inc.•Morrisville, NC

61d•Hybrid

About The Position

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.

Requirements

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
Previous experience in sales support, technical or customer service role
High School diploma required; technical degree preferred

Nice To Haves

SQL experience is an asset

Responsibilities

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.