Technical Product Support - EdTech
About The Position
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 .
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
