Tier 2 Application Support Representative

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 responsible 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.

• 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 elevate 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 Volu Nteer 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.