Job Title: Technical Product Support – EdTech
Company: Securly
Location: Remote – United States only
Salary: $24–$26.44/hour + full benefits
Employment Type: Full-Time, Non-Exempt (Overtime Eligible)
Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM ET or CT
Reports To: Manager of Support Services

About Securly

Securly is the K–12 market leader in AI-powered student safety and wellness solutions, protecting over 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.

Securly is 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.

Role Overview

As a Technical Support Specialist, you will be the frontline support partner for schools using Securly’s platform. You will support K–12 IT administrators, educators, and school staff via phone, chat, email, and web-based support requests.

This role combines customer service and technical problem-solving. You will own customer issues from intake through resolution or escalation, ensuring consistent communication and follow-through. Success in this role is measured by resolution quality, customer satisfaction, operational reliability, and continuous learning—not just ticket volume.

Key Responsibilities

Customer & Technical Support

Serve as first point of contact via phone, chat, email, and web requests

Troubleshoot and resolve technical and product issues for non-technical users

Maintain ownership of issues from intake to resolution

Ticket & Queue Management

Actively manage the inbound queue and maintain SLA and quality expectations

Escalate issues with clear, decision-ready documentation

Documentation & Knowledge Sharing

Maintain detailed ticket notes including symptoms, steps, actions, and outcomes

Contribute to internal documentation, knowledge base articles, and workflow improvements

Collaboration & Learning

Participate in daily team touchpoints to share insights and strategies

Partner with Product, Engineering, DevOps, and Customer Success teams

Continuously adapt to new tools, processes, and product updates

Success Metrics

First 90 Days – Build strong fundamentals, deliver consistent customer satisfaction, resolve common issues, meet SLAs, and escalate appropriately.

First 180 Days – Broaden product knowledge, independently resolve more complex issues, reduce recurring problems, and contribute to internal documentation.

First 12 Months – Demonstrate mastery of Securly products, resolve high-complexity issues independently, mentor peers, and provide insights to improve processes.

Qualifications

Technical & Domain Foundations

Experience with Windows, macOS, and ChromeOS environments

Foundational networking knowledge (Wi-Fi, IP, DNS, DHCP, basic firewalls)

Familiarity with troubleshooting IT issues and software products

Experience in K–12 education, EdTech, or SaaS preferred

Education & Certifications

Coursework or degree in Computer Science, IT, Networking, or related field is helpful but not required

Industry certifications such as CompTIA A+, Network+, ITIL are valued but optional

Soft Skills

Strong communication and empathy with customers

Ability to learn new tools and adapt in a fast-changing environment

Detail-oriented with strong problem-solving skills

Why Work at Securly

Meaningful impact supporting millions of students

People-first, inclusive culture

Remote-first flexibility

Opportunities for career growth in technical and customer-facing roles

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 year-end shutdown

$1,000 annual professional development stipend

Free mental health resources and Employee Assistance Program