Technical Product Support Specialist - EdTech

About the Role

Securly is a leading provider of AI-driven student safety and wellness technology for K–12 schools, supporting more than 20 million students across over 20,000 schools. The company’s mission is to help create safer, more nurturing learning spaces by identifying potential harm early, supporting student mental health, and giving educators practical insights they can act on.

As a Technical Product Support Specialist, you will be the main support contact for schools using Securly’s platform. You will assist both technical and non-technical users, including K–12 IT administrators, teachers, and school staff, through phone, chat, email, and online support channels. The role combines customer service and technical troubleshooting, with full ownership of issues from the first report through resolution or escalation.

Your work will be judged by the quality of resolutions, customer satisfaction, dependable execution, and your willingness to keep learning, rather than ticket count alone.

Compensation: $24–$26.44 per hour, plus full benefits
Location: Remote, U.S. only
Work authorization: Applicants must have unrestricted U.S. work authorization. Visa sponsorship or transfer is not available for this role, including H-1B, TN, OPT, or similar categories.
Reporting line: Manager of Support Services
Employment type: Full-time, non-exempt, overtime eligible
Schedule: Monday through Friday, 8:00am to 5:00pm MST or CST

What Success Looks Like

Performance is measured in a balanced way, taking into account product complexity, customer environment, and support demand.

• Within the first 90 days, you are expected to deliver strong customer experiences, resolve a meaningful share of routine tickets, handle advanced issues within team expectations, meet SLA targets, document work accurately, show familiarity with core products, and escalate unresolved cases with clear troubleshooting notes and next steps.
• By 180 days, you should be working more independently across a wider set of products and configurations, maintaining customer satisfaction and SLA performance, reducing repeat issues through stronger diagnosis, contributing to knowledge resources, and using good judgment when resolving, escalating, or collaborating.
• At the 12-month mark, success means consistent reliability, deep product understanding, the ability to handle higher-complexity cases when appropriate, usefulness as a peer resource, and the ability to suggest improvements to workflows, documentation, tools, and the customer experience.

Key Responsibilities

• Act as the initial point of contact for support requests received by phone, chat, email, and web-based systems.
• Investigate and resolve common customer, technical, and product-related issues using internal tools and test environments.
• Help non-technical users work through technical steps in a calm, clear, and confident way, including live calls or screen-sharing sessions when necessary.
• Own cases end to end, ensuring communication remains consistent until the issue is fully resolved or properly escalated.
• Manage the inbound queue throughout the shift while balancing live and asynchronous work.
• Triage tickets, calls, and voicemails in the order received while meeting quality and SLA expectations.
• Escalate unresolved issues within SLA and include complete documentation that supports an efficient handoff.
• Write detailed ticket notes covering symptoms, troubleshooting actions, fixes attempted, and final outcomes.
• Identify repeating problems and help improve internal documentation, workflows, and knowledge base content.
• Join daily team check-ins and collaborative discussions to share patterns, insights, and troubleshooting approaches.
• Work with Product, Engineering, DevOps, and Customer Success teams when cross-functional input is needed.
• Keep adapting to new tools, procedures, and product changes while broadening support coverage across assigned products.

What We’re Looking For

• Solid familiarity with software products, IT systems, and basic networking concepts, including how issues typically appear across device, network, and application layers, along with working knowledge of Wi-Fi and IP fundamentals.
• Hands-on experience in customer-facing technical support, IT support, or a similar role, typically built over one or more years in an environment that involves independent troubleshooting and regular customer interaction.
• Experience supporting Windows, macOS, and ChromeOS systems.
• Ability to quickly learn new tools, platforms, and processes in a changing environment.
• Prior experience in K–12 education, EdTech, or SaaS is strongly preferred.
• Coursework or a degree in Computer Science, Information Technology, Networking, or a related field can be helpful, though it is not required.
• Certifications such as CompTIA A+, Network+, ITIL, or similar credentials are valued but optional.
• Practical, hands-on experience is considered as important as, or more important than, formal education and certifications.

Why You’ll Appreciate Working Here

• Opportunity to support schools that protect and help millions of students.
• A people-focused culture with recognition as a top workplace.
• Remote-first flexibility with a distributed team environment.
• Strong growth potential for building technical and customer-facing expertise.
• Mission-driven work that directly contributes to student safety and wellbeing.

Benefits and Perks

• Competitive hourly compensation with eligibility for overtime.
• Medical, dental, and vision insurance.
• 401(k) plan with employer match.
• 12 weeks of fully paid parental leave.
• Unlimited PTO, paid holidays, and a paid one-week shutdown at year end.
• $1,000 annual professional development stipend.
• Free mental health support resources and an Employee Assistance Program.

Equal Opportunity and Accommodations

Securly states that it is committed to a diverse and inclusive workplace and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, disability, or any other protected characteristic. Reasonable accommodations are available throughout the hiring process, and applicants may contact recruitment.us@securly.com for assistance.