Technical Product Support EdTech

About Securly

Securly is the K12 market leader in AI-powered student safety and wellness solutions protecting more than 20 million students across 20000 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 supportdriving 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 Securlys platform. You support both technical and non-technical usersprimarily K12 IT administrators educators and school staffvia 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 learningnot 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: MondayFriday 8:00am5:00pm 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 Were 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 K12 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 Youll 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
• $1000 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

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