Technical Product Support - EdTech

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. The company focuses on creating safer learning environments and improving student wellbeing through actionable insights.

Role Overview

As a Technical Product Support Specialist, you will support K–12 IT administrators, educators, and school staff through phone, chat, email, and web-based support requests. The role combines customer service with technical troubleshooting and end-to-end ownership of customer issues.

Success in this role is measured through customer satisfaction, resolution quality, operational reliability, and continuous learning.

Compensation: $24–$26.44/hour + full benefits

Location: Remote (U.S. Only)

Work Authorization: Candidates must have unrestricted U.S. work authorization. Visa sponsorship is not available.

Schedule: Monday–Friday, 8:00am–5:00pm MST or CST

What Success Looks Like

First 90 Days – Core Execution & Product Foundations

• Deliver high levels of customer satisfaction through clear communication
• Resolve common ticket types and escalate advanced issues appropriately
• Meet SLA expectations for assigned tickets
• Accurately document and categorize tickets
• Build understanding of products and issue patterns
• Escalate unresolved issues with complete troubleshooting details

First 180 Days – Proficiency & Expanded Product Coverage

• Maintain strong customer satisfaction and SLA adherence
• Resolve a broader range of issues independently
• Reduce recurring issues through effective diagnosis
• Contribute to internal documentation and knowledge bases
• Demonstrate sound judgment in escalation and collaboration

First 12 Months – Mastery & Continuous Improvement

• Maintain strong resolution quality and customer satisfaction
• Develop deep product fluency across multiple solutions
• Resolve complex issues independently when appropriate
• Support peers through knowledge sharing and mentorship
• Recommend workflow and customer experience improvements

What You Will Do

Customer & Technical Support

• Serve as the first point of contact through phone, chat, email, and web-based requests
• Troubleshoot customer, technical, and product issues
• Guide non-technical users through technical processes
• Own issues from intake through resolution

Ticket & Queue Management

• Manage inbound queues throughout the shift
• Handle tickets, calls, and voicemails while meeting SLA expectations
• Escalate issues with complete documentation

Documentation & Knowledge Sharing

• Maintain accurate ticket notes and records
• Contribute to documentation and workflow improvements

Collaboration & Learning

• Participate in team troubleshooting discussions
• Collaborate with Product, Engineering, DevOps, and Customer Success teams
• Adapt to new tools, processes, and product updates

What We're Looking For

• Proficiency with software products, IT systems, and networking fundamentals
• Working knowledge of Wi-Fi and IP fundamentals
• Experience supporting Windows, macOS, and ChromeOS
• Ability to learn new tools and workflows quickly
• Experience in K–12 education, EdTech, or SaaS preferred

Education & Certifications

• Coursework or degree in Computer Science, Information Technology, Networking, or related field is beneficial but not required
• Certifications such as CompTIA A+, Network+, or ITIL are valued but not mandatory
• Hands-on experience is highly valued

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 paid 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.