Support Specialist

🏢 Summary: Remote Technical Product Support Specialist role supporting K–12 schools using AI-powered safety and wellness platforms. The position focuses on troubleshooting technical issues, managing support tickets end-to-end, and assisting both technical and non-technical users across multiple support channels. Includes full-time remote work, benefits, and opportunities to grow technical expertise in SaaS and EdTech environments. 🗂️ Requirements: Unrestricted U.S. work authorization, Experience in customer-facing technical support or IT support, Proficiency with software products and IT systems, Knowledge of networking fundamentals, Experience supporting Windows, Experience supporting macOS, Experience supporting ChromeOS, Ability to troubleshoot technical issues independently, Ability to communicate technical guidance to non-technical users, Ability to learn new tools and platforms quickly 📃 Skills: Windows, macOS, ChromeOS, Networking, WiFi, IP, SaaS, EdTech, Slack, ITIL, CompTIA 🏢 Description: 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. Role Overview As a Technical Product 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 MST or CST What Success Looks Like 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 through professional, empathetic, and clear communication - Resolve a meaningful portion of common ticket types and escalate advanced issues in line with established benchmarks - Meet service level expectations (SLAs) for assigned tickets - Accurately log, categorize, and document tickets - Demonstrate a working understanding of assigned core products, configurations, and issue patterns - Escalate unresolved issues appropriately with clear troubleshooting context First 180 Days – Proficiency & Expanded Product Coverage - Sustain strong customer satisfaction and SLA adherence across support channels - Independently resolve a broader range of issues across multiple Securly products - Reduce repeat issues through effective diagnosis and customer guidance - Contribute to internal documentation and knowledge base resources - Demonstrate sound judgment when resolving, escalating, or collaborating on issues First 12 Months – Mastery & Continuous Improvement - Maintain a strong track record of customer satisfaction and resolution quality - Demonstrate deep product fluency across multiple Securly solutions - Resolve higher-complexity issues independently when appropriate - Support onboarding, knowledge sharing, or mentorship for peers - Provide recommendations to improve workflows, documentation, and 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 customer, technical, and product issues using internal tools and testing environments - Guide non-technical users through technical steps, including live calls or screen-sharing sessions - Maintain ownership of issues from intake through final resolution Ticket & Queue Management - Manage inbound queues throughout shifts while balancing real-time and asynchronous work - Address tickets, calls, and voicemails while meeting SLA and quality expectations - Escalate issues with complete documentation for efficient handoff Documentation & Knowledge Sharing - Maintain accurate ticket notes detailing investigative steps and outcomes - Identify recurring issues and contribute improvements to documentation and workflows Collaboration & Learning - Participate in daily team touchpoints to share troubleshooting insights and patterns - Partner with Product, Engineering, DevOps, and Customer Success teams to resolve issues - Adapt to new tools, processes, and product updates while expanding responsibilities What We're Looking For Technical & Domain Foundations - Proficiency with software products, IT systems, and foundational networking concepts - Working knowledge of Wi-Fi and IP fundamentals - Experience diagnosing issues across device, network, and application layers - Hands-on experience in customer-facing technical support or IT support environments - Experience supporting Windows, macOS, and ChromeOS environments - Ability to learn new tools, platforms, and workflows - Experience in K–12 education, EdTech, or SaaS preferred Education & Certifications (Helpful, Not Required) - Coursework or degree in Computer Science, Information Technology, Networking, or related field is beneficial - Certifications such as CompTIA A+, Network+, or ITIL are valued but not mandatory - Hands-on experience is considered highly important Why You'll Love Working at Securly - Meaningful impact supporting schools and student wellbeing - Remote-first flexibility - Career growth opportunities - Mission-driven work environment 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 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. Accommodations are available throughout the hiring process.

🏢 Summary: The offer is for a PMO Support Specialist role focused on supporting IT projects within an Industry 4.0 environment. The position involves assisting Project Managers with coordination, documentation, project data monitoring, and administrative activities using project management tools. It is an opportunity to develop within project management and operational support in a dynamic IT setting. 🗂️ Requirements: Minimum 1 year experience in project management, PMO, or IT management support, Experience with Jira, MS Teams, SharePoint, and Excel, Experience with project documentation and reporting, Experience with timesheet verification and invoicing coordination, Knowledge of Agile methodologies, Very good English (written and spoken), Ability to coordinate multiple tasks in IT environment 📃 Skills: Jira, SharePoint, Excel, Maconomy, Agile, MS, Teams 🏢 Description: About the team: At  TT PSC we are looking for a motivated and well-organized person to join our team as a  PMO Support Specialist. This role is a great opportunity for someone interested in project management, PMO, and operational support, who would like to develop within the IT area and Industry 4.0 environment. You will support Project Managers and management teams in coordinating projects, organizing operational activities, and ensuring smooth day-to-day collaboration between technical and business teams. Responsibilities: Supporting Project Managers in daily coordination activities. Maintaining project documentation, reports, presentations, and operational summaries. Supporting project settlements and administrative activities in Maconomy, including timesheet verification and invoicing coordination. Collecting and organizing input from architects, technical teams, and stakeholders. Monitoring project data and ensuring information consistency across systems and tools. Working with tools such as Jira, MS Teams, SharePoint, Excel, and Maconomy. Supporting Agile ways of working and helping teams maintain effective project Our Requirements: Agile mindset and strong collaboration skills. 1+ year of experience in project management, PMO, or management support roles in the IT area. Very good English communication skills (written and spoken). Good organizational and multitasking skills. Experience in using tools like Jira, MS Teams, SharePoint, Excel Proactive attitude and willingness to learn. Ability to work in a dynamic environment and coordinate multiple tasks simultaneousl What can we offer: B2B/CoE contract An interesting, challenging job in the dynamically developing Capital Group company Direct impact on shaping the image of the Capital Group’s companies on the market Possibility to develop competences in a wide range Attractive salary Friendly work atmosphere and stability of employment Benefits, among others integration meetings, internal company competitions, language classes and much more.