Technical Product Support - EdTech

About Securly Securly 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. By 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. Role Overview As 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. This 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. Success in this role is measured by resolution quality, customer satisfaction, operational reliability, and continuous learning—not just ticket volume. Compensation: $24–$26.44/hour + full benefits Location: Remote (U.S. Only) Work 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 Reports to: Manager of Support Services Type: Full-Time, Non-Exempt (Overtime Eligible) Schedule: Monday–Friday, 8:00am–5:00pm ET or CT What Success Looks Like Success is evaluated holistically, with consideration for product complexity, customer context, and support volume. First 90 Days – Core Execution & Product Foundations During the first 90 days, success is demonstrated by building strong fundamentals and operating reliably within established support expectations. Consistently deliver high levels of customer satisfaction, as reflected in CSAT feedback and customer interactions, through professional, empathetic, and clear communication Resolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectations Meet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownership Accurately log, categorize, and document tickets in accordance with team standards and workflows Demonstrate a working understanding of assigned core products, configurations, and common issue patterns Escalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to enable efficient resolution First 180 Days – Proficiency & Expanded Product Coverage By six months, success is reflected in increased independence, broader product coverage, and proactive problem-solving. Sustain strong customer satisfaction and SLA adherence across support channels over time Independently resolve a broader range of issues across multiple Securly products or configurations, consistent with role expectations Reduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awareness Contribute to internal documentation, knowledge base articles, or shared resources that improve team efficiency and consistency Demonstrate sound judgment in determining when to resolve, escalate, or collaborate with cross-functional partners First 12 Months – Mastery & Continuous Improvement At the one-year mark, success is defined by mastery, reliability, and positive team impact. Maintain a strong and consistent track record of customer satisfaction, SLA adherence, and resolution quality Demonstrate deep product fluency across multiple Securly solutions, including more complex support scenarios Resolve higher-complexity issues independently when appropriate, escalating thoughtfully and effectively when needed Serve as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorship Provide insights and recommendations that help improve workflows, documentation, tooling, or the overall customer experience What You Will Do Customer & Technical Support Serve as the first point of contact via phone, chat, email, and web-based support requests Troubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments Guide non-technical users through technical steps with clarity, patience, and confidence, including live calls or screen-sharing sessions when needed Maintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through Ticket & Queue Management Actively manage the inbound queue throughout your shift, balancing real-time and asynchronous work Address tickets, calls, and voicemails in the order received while meeting SLA and quality expectations Escalate issues within SLA using complete, decision-ready documentation that enables efficient handoff Documentation & Knowledge Sharing Maintain clear, accurate ticket notes detailing symptoms, investigative steps, actions taken, and outcomes Identify recurring issues or patterns and contribute improvements to internal documentation, workflows, or knowledge base resources Collaboration & Learning Participate in daily team touchpoints (such as huddles or Slack-based discussions) to share insights, patterns, and troubleshooting strategies Partner with Product, Engineering, DevOps, and Customer Success as needed to resolve issues and improve the support experience Continuously adapt to new tools, processes, and product updates while expanding responsibility across assigned product areas What We're Looking For Technical & Domain Foundations Proficiency 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 This 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 Experience supporting Windows, macOS, and ChromeOS environments Ability to learn new tools, platforms, and workflows in a fast-changing environment Experience in K–12 education, EdTech, or SaaS strongly preferred Education & Certifications (Helpful, Not Required) Coursework or a degree in Computer Science, Information Technology, Networking, or a related field is beneficial but not required Industry certifications (such as CompTIA A+, Network+, ITIL, or similar) are valued but not mandatory Demonstrated, hands-on experience is considered equally or more important than formal education or certifications Why You'll Love Working at Securly Meaningful Impact: Support schools that protect and support millions of students People-First Culture: Consistently recognized as a Top Place to Work Remote-First Flexibility: Work from home with a supportive, distributed team Career Growth: Build strong technical and customer-facing foundations with room to advance Mission-Driven Work: Your work directly supports student safety and wellbeing Benefits & Perks Competitive hourly pay with overtime eligibility Medical, dental, and vision coverage 401(k) with employer match 12 weeks of fully paid parental leave Unlimited PTO, paid holidays, and a paid one-week year-end shutdown $1,000 annual professional development stipend Free mental health resources and Employee Assistance Program Equal Opportunity Employer Securly 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. #LI-REMOTE #LI-DO1