Securly · 6 hours ago
Technical Product Support Specialist - EdTech
United States
Full-time
Remote
Entry Level
$24/hr - $26.44/hr
1+ years expSecurly 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 Technical Product Support Specialist will provide frontline support for schools using Securly’s platform, assisting both technical and non-technical users with problem-solving and support requests.
EdTechSecuritySoftware
No H1B
Responsibilities
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
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
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
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
Qualification
Required
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
Experience in K–12 education, EdTech, or SaaS strongly preferred
Candidates must have unrestricted U.S. work authorization. Securly does not sponsor or transfer visas (H-1B, TN, OPT, or similar) for this position
Preferred
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
Benefits
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
Company
Securly
Securly is a student safety platform that designs for cyber compliance services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$23MKey Investors
Defy.vcOwl VenturesFOUNDER.org
2021-03-17Acquired
2018-12-18Series B· $16M
2016-10-20Series A· $4M
Leadership Team
Tammy Wincup
Chief Executive Officer
Recent News
Company data provided by crunchbase