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.
The MDR Escalation Management is an experienced cybersecurity professional responsible for leading complex, high-priority MDR service-level escalations. This role owns escalations end-to-end, coordinating front-line and backend teams through to resolution and ensuring clear accountability, timely progress, and consistent communication across the organization.
What You'll Do
Escalation Ownership & Cross-Team Coordination
- Own end-to-end MDR service-level escalations, driving alignment and resolution across all involved teams.
- Coordinate front-line SOC/MDR, Technical Support, Customer Success, Engineering, Product, and Operations to remove blockers and maintain clear ownership.
Escalation Triage & Technical Engagement
- Lead escalation triage: confirm scope/impact, establish the working hypothesis, and ensure the right technical SMEs are engaged with the right data
- Translate technical findings into impact, risk, and options for internal stakeholders and customers, including clear recommendations and decision points.
Customer Communication & Escalation Bridges
- Run customer escalation bridges when required set cadence, document decisions, communicate status, and manage expectations through to closure.
Service Governance & Accountability
- Own service governance on escalations: define next actions, assign owners, track commitments, and ensure KPI obligations and customer outcomes are met.
Continuous Improvement & Post-Escalation Review
- Drive continuous improvement: perform post-escalation reviews/RCA, identify recurring failure modes, and partner with teams to implement preventative fixes, runbooks, and training.
What You'll Bring
Required Experience
- Demonstrated cybersecurity experience in a SOC / MDR environment (or closely equivalent), with a strong understanding of SOC workflows, alert lifecycle, and operational handoffs.
- Proven service escalation handling experience, owning issues through to resolution, driving urgency, and ensuring clear accountability across multiple teams.
- Project/Program Management experience (formal or equivalent), with the ability to run structured incident/escalation workstreams, manage dependencies, and deliver outcomes to timeline.
Educational Qualifications
- Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or related field.
Certifications
- Preferred: CompTIA Security+, CompTIA CySA+, or equivalent DoD 8570 / 8140 IAT Level II certification.
Skills And Competencies
- Strong communication skills, able to deliver clear, concise updates to technical and non-technical audiences (internal stakeholders, executives, and customers).
- Excellent stakeholder management, able to influence without authority, align priorities, and navigate competing demands during high-pressure situations.
- Working knowledge of common SOC/MDR tooling and telemetry (SIEM, EDR, ticketing/case management) and the ability to ask for, interpret, and validate the right evidence quickly.
- Strong analytical and structured problem-solving skills, able to separate signal from noise, frame impact, and drive decisions with incomplete information.
- Experienced facilitator who can run effective working sessions/bridges, capture actions and decisions, and maintain momentum across distributed teams and time zones.
- Strong documentation discipline, producing clear timelines, stakeholder updates, and closure notes; leading post-escalation reviews and tracking corrective/preventative actions to completion.
Personal Attributes
- Comfortable operating under pressure with a customer-first mindset; able to make progress in ambiguity while maintaining professionalism and composure.
- Detail-oriented, methodical, and accountable.
- Collaborative, with the ability to build trust quickly across cross-functional teams.
- Professional, ethical, and dependable.
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.
