{"schemaVersion":"jobsearcher.job.v1","id":"9e609fa7e94d7be2afc5b850","url":"https://jobsearcher.com/jobs/9e609fa7e94d7be2afc5b850","canonicalUrl":"https://jobsearcher.com/jobs/9e609fa7e94d7be2afc5b850","title":"Technical Product Support - EdTech","description":"About Securly\nSecurly is the K–12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive.\nBy turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support—driving measurable improvements in safety and wellbeing. We are proud to be recognized as a Top Place to Work, a Top 40 Most Used EdTech, and one of the 150 most transformational growth companies in digital learning and workforce skills, as recognized by GSV.\nRole Overview\nAs a Technical Support Specialist, you are the frontline support partner for schools using Securly's platform. You support both technical and non-technical users—primarily K–12 IT administrators, educators, and school staff—via phone, chat, email, and web-based support requests.\nThis role blends world-class customer service with technical problem-solving. You own customer issues end-to-end, from initial intake through final resolution or escalation, ensuring customers are never dropped between handoffs. You independently resolve Common and more complex issues, progressively build product expertise across assigned solutions, and escalate complex cases with clear, decision-ready documentation.\nSuccess in this role is measured by resolution quality, customer satisfaction, operational reliability, and continuous learning—not just ticket volume.\nCompensation: $24–$26.44/hour + full benefits\nLocation: Remote (U.S. Only)\nWork Authorization: Candidates must have unrestricted U.S. work authorization. Securly does not sponsor or transfer visas (H-1B, TN, OPT, or similar) for this position\nReports to: Manager of Support Services\nType: Full-Time, Non-Exempt (Overtime Eligible)\nSchedule: Monday–Friday, 8:00am–5:00pm ET or CT\n\nWhat Success Looks Like\nSuccess is evaluated holistically, with consideration for product complexity, customer context, and support volume.\nFirst 90 Days – Core Execution & Product Foundations\nDuring the first 90 days, success is demonstrated by building strong fundamentals and operating reliably within established support expectations.\nConsistently deliver high levels of customer satisfaction, as reflected in CSAT feedback and customer interactions, through professional, empathetic, and clear communication\nResolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectations\nMeet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownership\nAccurately log, categorize, and document tickets in accordance with team standards and workflows\nDemonstrate a working understanding of assigned core products, configurations, and common issue patterns\nEscalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to enable efficient resolution\nFirst 180 Days – Proficiency & Expanded Product Coverage\nBy six months, success is reflected in increased independence, broader product coverage, and proactive problem-solving.\nSustain strong customer satisfaction and SLA adherence across support channels over time\nIndependently resolve a broader range of issues across multiple Securly products or configurations, consistent with role expectations\nReduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awareness\nContribute to internal documentation, knowledge base articles, or shared resources that improve team efficiency and consistency\nDemonstrate sound judgment in determining when to resolve, escalate, or collaborate with cross-functional partners\nFirst 12 Months – Mastery & Continuous Improvement\nAt the one-year mark, success is defined by mastery, reliability, and positive team impact.\nMaintain a strong and consistent track record of customer satisfaction, SLA adherence, and resolution quality\nDemonstrate deep product fluency across multiple Securly solutions, including more complex support scenarios\nResolve higher-complexity issues independently when appropriate, escalating thoughtfully and effectively when needed\nServe as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorship\nProvide insights and recommendations that help improve workflows, documentation, tooling, or the overall customer experience\nWhat You Will Do\nCustomer & Technical Support\nServe as the first point of contact via phone, chat, email, and web-based support requests\nTroubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments\nGuide non-technical users through technical steps with clarity, patience, and confidence, including live calls or screen-sharing sessions when needed\nMaintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through\nTicket & Queue Management\nActively manage the inbound queue throughout your shift, balancing real-time and asynchronous work\nAddress tickets, calls, and voicemails in the order received while meeting SLA and quality expectations\nEscalate issues within SLA using complete, decision-ready documentation that enables efficient handoff\nDocumentation & Knowledge Sharing\nMaintain clear, accurate ticket notes detailing symptoms, investigative steps, actions taken, and outcomes\nIdentify recurring issues or patterns and contribute improvements to internal documentation, workflows, or knowledge base resources\nCollaboration & Learning\nParticipate in daily team touchpoints (such as huddles or Slack-based discussions) to share insights, patterns, and troubleshooting strategies\nPartner with Product, Engineering, DevOps, and Customer Success as needed to resolve issues and improve the support experience\nContinuously adapt to new tools, processes, and product updates while expanding responsibility across assigned product areas\nWhat We're Looking For\nTechnical & Domain Foundations\nProficiency with software products, IT systems, and foundational networking concepts, including the ability to diagnose how issues typically present across common networking layers (device, network, and application), with working knowledge of Wi-Fi and IP fundamentals\nThis level of proficiency is typically developed through hands-on experience in a customer-facing technical support, IT support, or similar role, often over the course of one or more years in a comparable environment, where independent troubleshooting and regular customer interaction are part of day-to-day responsibilities\nExperience supporting Windows, macOS, and ChromeOS environments\nAbility to learn new tools, platforms, and workflows in a fast-changing environment\nExperience in K–12 education, EdTech, or SaaS strongly preferred\nEducation & Certifications (Helpful, Not Required)\nCoursework or a degree in Computer Science, Information Technology, Networking, or a related field is beneficial but not required\nIndustry certifications (such as CompTIA A+, Network+, ITIL, or similar) are valued but not mandatory\nDemonstrated, hands-on experience is considered equally or more important than formal education or certifications\nWhy You'll Love Working at Securly\nMeaningful Impact: Support schools that protect and support millions of students\nPeople-First Culture: Consistently recognized as a Top Place to Work\nRemote-First Flexibility: Work from home with a supportive, distributed team\nCareer Growth: Build strong technical and customer-facing foundations with room to advance\nMission-Driven Work: Your work directly supports student safety and wellbeing\nBenefits & Perks\nCompetitive hourly pay with overtime eligibility\nMedical, dental, and vision coverage\n401(k) with employer match\n12 weeks of fully paid parental leave\nUnlimited PTO, paid holidays, and a paid one-week year-end shutdown\n$1,000 annual professional development stipend\nFree mental health resources and Employee Assistance Program\nEqual Opportunity Employer\nSecurly is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic. Accommodations are available throughout the hiring process. Please contact recruitment.us@securly.com.\n#LI-REMOTE #LI-DO1","company":"Securly","rawCompany":"securly","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-04-14T10:58:56.759Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Product Support - EdTech","description":"About Securly\nSecurly is the K–12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive.\nBy turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support—driving measurable improvements in safety and wellbeing. We are proud to be recognized as a Top Place to Work, a Top 40 Most Used EdTech, and one of the 150 most transformational growth companies in digital learning and workforce skills, as recognized by GSV.\nRole Overview\nAs a Technical Support Specialist, you are the frontline support partner for schools using Securly's platform. You support both technical and non-technical users—primarily K–12 IT administrators, educators, and school staff—via phone, chat, email, and web-based support requests.\nThis role blends world-class customer service with technical problem-solving. You own customer issues end-to-end, from initial intake through final resolution or escalation, ensuring customers are never dropped between handoffs. You independently resolve Common and more complex issues, progressively build product expertise across assigned solutions, and escalate complex cases with clear, decision-ready documentation.\nSuccess in this role is measured by resolution quality, customer satisfaction, operational reliability, and continuous learning—not just ticket volume.\nCompensation: $24–$26.44/hour + full benefits\nLocation: Remote (U.S. Only)\nWork Authorization: Candidates must have unrestricted U.S. work authorization. Securly does not sponsor or transfer visas (H-1B, TN, OPT, or similar) for this position\nReports to: Manager of Support Services\nType: Full-Time, Non-Exempt (Overtime Eligible)\nSchedule: Monday–Friday, 8:00am–5:00pm ET or CT\n\nWhat Success Looks Like\nSuccess is evaluated holistically, with consideration for product complexity, customer context, and support volume.\nFirst 90 Days – Core Execution & Product Foundations\nDuring the first 90 days, success is demonstrated by building strong fundamentals and operating reliably within established support expectations.\nConsistently deliver high levels of customer satisfaction, as reflected in CSAT feedback and customer interactions, through professional, empathetic, and clear communication\nResolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectations\nMeet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownership\nAccurately log, categorize, and document tickets in accordance with team standards and workflows\nDemonstrate a working understanding of assigned core products, configurations, and common issue patterns\nEscalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to enable efficient resolution\nFirst 180 Days – Proficiency & Expanded Product Coverage\nBy six months, success is reflected in increased independence, broader product coverage, and proactive problem-solving.\nSustain strong customer satisfaction and SLA adherence across support channels over time\nIndependently resolve a broader range of issues across multiple Securly products or configurations, consistent with role expectations\nReduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awareness\nContribute to internal documentation, knowledge base articles, or shared resources that improve team efficiency and consistency\nDemonstrate sound judgment in determining when to resolve, escalate, or collaborate with cross-functional partners\nFirst 12 Months – Mastery & Continuous Improvement\nAt the one-year mark, success is defined by mastery, reliability, and positive team impact.\nMaintain a strong and consistent track record of customer satisfaction, SLA adherence, and resolution quality\nDemonstrate deep product fluency across multiple Securly solutions, including more complex support scenarios\nResolve higher-complexity issues independently when appropriate, escalating thoughtfully and effectively when needed\nServe as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorship\nProvide insights and recommendations that help improve workflows, documentation, tooling, or the overall customer experience\nWhat You Will Do\nCustomer & Technical Support\nServe as the first point of contact via phone, chat, email, and web-based support requests\nTroubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments\nGuide non-technical users through technical steps with clarity, patience, and confidence, including live calls or screen-sharing sessions when needed\nMaintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through\nTicket & Queue Management\nActively manage the inbound queue throughout your shift, balancing real-time and asynchronous work\nAddress tickets, calls, and voicemails in the order received while meeting SLA and quality expectations\nEscalate issues within SLA using complete, decision-ready documentation that enables efficient handoff\nDocumentation & Knowledge Sharing\nMaintain clear, accurate ticket notes detailing symptoms, investigative steps, actions taken, and outcomes\nIdentify recurring issues or patterns and contribute improvements to internal documentation, workflows, or knowledge base resources\nCollaboration & Learning\nParticipate in daily team touchpoints (such as huddles or Slack-based discussions) to share insights, patterns, and troubleshooting strategies\nPartner with Product, Engineering, DevOps, and Customer Success as needed to resolve issues and improve the support experience\nContinuously adapt to new tools, processes, and product updates while expanding responsibility across assigned product areas\nWhat We're Looking For\nTechnical & Domain Foundations\nProficiency with software products, IT systems, and foundational networking concepts, including the ability to diagnose how issues typically present across common networking layers (device, network, and application), with working knowledge of Wi-Fi and IP fundamentals\nThis level of proficiency is typically developed through hands-on experience in a customer-facing technical support, IT support, or similar role, often over the course of one or more years in a comparable environment, where independent troubleshooting and regular customer interaction are part of day-to-day responsibilities\nExperience supporting Windows, macOS, and ChromeOS environments\nAbility to learn new tools, platforms, and workflows in a fast-changing environment\nExperience in K–12 education, EdTech, or SaaS strongly preferred\nEducation & Certifications (Helpful, Not Required)\nCoursework or a degree in Computer Science, Information Technology, Networking, or a related field is beneficial but not required\nIndustry certifications (such as CompTIA A+, Network+, ITIL, or similar) are valued but not mandatory\nDemonstrated, hands-on experience is considered equally or more important than formal education or certifications\nWhy You'll Love Working at Securly\nMeaningful Impact: Support schools that protect and support millions of students\nPeople-First Culture: Consistently recognized as a Top Place to Work\nRemote-First Flexibility: Work from home with a supportive, distributed team\nCareer Growth: Build strong technical and customer-facing foundations with room to advance\nMission-Driven Work: Your work directly supports student safety and wellbeing\nBenefits & Perks\nCompetitive hourly pay with overtime eligibility\nMedical, dental, and vision coverage\n401(k) with employer match\n12 weeks of fully paid parental leave\nUnlimited PTO, paid holidays, and a paid one-week year-end shutdown\n$1,000 annual professional development stipend\nFree mental health resources and Employee Assistance Program\nEqual Opportunity Employer\nSecurly is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic. Accommodations are available throughout the hiring process. Please contact recruitment.us@securly.com.\n#LI-REMOTE #LI-DO1","datePosted":"2026-04-14T10:58:56.759Z","dateModified":"2026-04-14T10:58:56.759Z","hiringOrganization":{"@type":"Organization","name":"Securly","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9e609fa7e94d7be2afc5b850"},"url":"https://jobsearcher.com/jobs/9e609fa7e94d7be2afc5b850"}}