Technical Support Representative

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!

We are looking to hire a Technical Support Representative for our Dundee hub. As a part of our Technical Security Support team, you will utilize your well-developed communication and interpersonal skills to complement your inquiring mind and strong technical knowledge to solve any technical issues our Partners may encounter.

1. Deliver a high-quality service and support to N-able partners via phone, email, and/or chat, becoming a trusted adviser and owning the end-to-end management and resolution of issues.
2. Combine technical knowledge, problem-solving skills, and interpersonal skills as well as cross-functional collaboration to provide an excellent support experience to our partners.
3. Redirect or escalate issues appropriately and maintain thorough and accurate documentation of cases.
4. Prioritize incidents in the incident management system, with autonomy over personal caseload, in line with the Service and Experience Level Objectives.
5. Maintain and continue to develop in-depth knowledge of N-able products and services.

1. Ideally a Technical degree/diploma or experience in troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
2. Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
3. 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).
4. Experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
5. Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration, and Backup Technologies is a big plus.
6. Experience in phone, email, and chat support.
7. Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.

1. Medical, dental, and vision coverage.
2. Generous PTO and observed holidays.
3. 2 Paid VoluNteer Days per year.
4. Employee Stock Purchase Program.
5. FuN-raising opportunities as part of our giving program.
6. N-ablite Learning – custom learning experience as part of our investment in you.
7. The Way We Work – our hybrid working model based on trust and flexibility.

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.