Technical Support Engineer, 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 globally. Our mission is to create safer more supportive learning environments by identifying risk earlier strengthening student wellbeing and empowering educators with actionable insight.

Across the UK and EMEA we partner with schools and Multi-Academy Trusts (MATs) and work closely with trusted Value-Added Resellers (VARs) to deliver secure reliable technology that protects students while enabling effective digital learning.

Our Support team plays a critical role in that mission ensuring schools and partners can rely on our platform every day.

Role Overview

As a Technical Support Engineer (UK/EMEA) you will serve as a frontline technical partner for both schools and VAR partners across the region.

This role has a strong VAR-facing component. You will support reseller technical teams during deployment and ongoing service delivery while also resolving technical issues directly for schools.

You will own cases end-to-end from initial intake through final resolution or escalation managing each ticket with the accountability and structure of a project.

Success in this role is measured by resolution quality SLA adherence partner confidence and consistent customer satisfaction.

Location: United Kingdom (Remote)
Employment Type: Full-Time Permanent
Working Hours: MondayFriday 9:00am5:00pm GMT (37.5 hours per week)
Salary: 65000 per annum

Key Responsibilities

Technical Support & Case Ownership

• Respond to support queries from schools and VAR partners via phone email chat and web submissions

• Diagnose and resolve product configuration device and networking issues

• Own cases from open to close ensuring consistent communication and follow-through

• Log and document all incidents clearly and accurately within internal systems

• Escalate complex issues with complete decision-ready diagnostic detail

VAR Support & Enablement

• Provide technical guidance to VAR partners during deployment and post-implementation

• Support reseller technical contacts with configuration troubleshooting and best practice advice

• Identify recurring partner challenges and recommend documentation or training improvements

• Contribute to FAQs knowledge base articles and enablement resources to improve partner self-sufficiency

Technical Troubleshooting

Support environments involving:

• Active Directory and Group Policy

• Windows Server estates

• Networking fundamentals (TCP/IP DNS routing)

• Switch and router configuration

• Firewall configuration and troubleshooting

• ChromeOS Android iPadOS and macOS administration

Use secure remote tools to conduct troubleshooting sessions when required.

Collaboration & Continuous Improvement

• Liaise with Product Engineering Sales and Customer teams to resolve complex issues

• Identify patterns across customer and reseller cases

• Contribute to process improvements that strengthen reliability and support efficiency

What Were Looking For

• Experience in customer-facing technical support IT support or similar role

• Strong understanding of networking fundamentals and infrastructure troubleshooting

• Hands-on experience with Active Directory and Windows Server environments

• Familiarity with firewall and network configuration

• Experience supporting ChromeOS Android iPad and macOS devices

• Experience working with resellers MSPs or channel partners (advantageous)

• Experience in Education Technology (EdTech) or supporting schools/MATs (preferred)

• Clear and confident communication with both technical and non-technical users

• Strong documentation discipline and structured troubleshooting approach

• Ability to manage multiple concurrent cases while maintaining attention to detail

What Success Looks Like

First 60 Days

• Build familiarity with Securlys UK/EMEA products and deployment models

• Take ownership of assigned cases with guidance where required

• Resolve routine issues independently

• Maintain accurate documentation and meet baseline SLA expectations

First 90 Days

• Independently manage the majority of standard support cases end-to-end

• Demonstrate structured troubleshooting across device network and application layers

• Sustain strong SLA performance and positive customer/partner satisfaction

• Support VAR technical contacts confidently on common scenarios

First 180 Days

• Manage moderate-complexity technical issues independently

• Demonstrate strong working knowledge across core products

• Reduce avoidable escalations through effective root-cause analysis

• Contribute to documentation and enablement improvements

First 360 Days

• Consistently own complex cases with minimal oversight

• Demonstrate strong product fluency and infrastructure understanding

• Be recognised as a trusted technical partner by schools and key VAR contacts

• Contribute to process improvements that enhance overall support quality

Benefits & Perks (UK)

• 28 days total annual leave (20 days 8 public holidays)

• 37.5-hour work week (MondayFriday)

• Workplace pension with auto-enrolment in line with UK regulations

• 750 annual learning & development stipend

• Family-friendly policies including statutory maternity and paternity leave

• Statutory sick pay for eligible employees

• Monthly salary payments

Equal Opportunity

Securly is committed to building a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and do not discriminate based on any protected characteristic under UK law. Reasonable adjustments are available throughout the recruitment process upon request. #LI-REMOTE #LI-DO1