Technical Product Support - EdTech

About the company

Securly is a leading K–12 safety and wellness technology provider that uses AI to help protect more than 20 million students in over 20,000 schools. Its mission is to make learning environments safer and more supportive by spotting possible harm early, assisting student mental health, and giving educators practical insights they can use to help students succeed.

By converting data into actionable intelligence, the company helps schools identify risk sooner, lower harmful incidents, and improve student support. It has also been 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 by GSV.

Role overview

In this position, you will be the primary technical support contact for schools using Securly’s platform. You will assist both technical and non-technical users, mainly K–12 IT administrators, teachers, and school staff, through phone, chat, email, and web-based requests.

The job combines customer service with hands-on troubleshooting. You will manage issues from the initial request through resolution or escalation, making sure customers are not passed between teams without ownership. You will work through common and more advanced problems, build deeper product knowledge over time, and provide well-documented escalations when needed.

Performance is assessed by how well issues are resolved, customer satisfaction, dependable execution, and ongoing learning rather than ticket count alone.

Job details

Compensation is $24–$26.44 per hour, along with full benefits. This is a remote role within the United States only. Candidates must have unrestricted U.S. work authorization, and visa sponsorship or transfers are not available for H-1B, TN, OPT, or similar status. The role reports to the Manager of Support Services and is a full-time, non-exempt position with overtime eligibility. The schedule is Monday through Friday, 8:00am–5:00pm MST or CST.

What success looks like

Success is reviewed holistically, taking into account product complexity, customer situation, and support demand.

First 90 days: Build strong fundamentals and work consistently within support expectations by delivering positive customer experiences, handling a meaningful share of common issues, meeting SLA targets, documenting tickets accurately, understanding core products and common issue patterns, and escalating unresolved cases with clear next steps.

First 180 days: Expand independence and product coverage by sustaining high customer satisfaction and SLA performance, resolving a wider set of issues across products or configurations, reducing repeat problems, contributing to internal knowledge resources, and using good judgment on when to solve, escalate, or collaborate.

First 12 months: Demonstrate mastery and dependable impact by maintaining strong resolution quality and SLA adherence, handling more complex scenarios, becoming a trusted peer resource, and offering ideas that improve workflows, documentation, tools, and the customer experience.

Key responsibilities

You will serve as the first contact point for customers across phone, chat, email, and web requests. You will troubleshoot and fix common customer, technical, and product-related issues using internal tools and testing environments. When needed, you will walk non-technical users through technical steps with patience and clarity, including live calls or screen-sharing sessions.

You will own each case from intake to final resolution, keep the inbound queue moving throughout the shift, manage calls and tickets in received order, and meet SLA and quality expectations. You will also escalate issues within the required timeframe using complete documentation that supports a smooth handoff.

You will keep detailed ticket notes covering symptoms, investigation steps, actions taken, and outcomes. You will look for recurring problems, share patterns, and help improve documentation, workflows, and knowledge base content.

You will join daily team check-ins or Slack discussions, work with Product, Engineering, DevOps, and Customer Success when needed, and keep adapting to new tools, processes, and product updates as your scope grows.

What the employer is looking for

You should have solid knowledge of software products, IT systems, and basic networking concepts, including an understanding of how issues typically appear across devices, networks, and applications, plus working knowledge of Wi‑Fi and IP fundamentals. This capability is usually gained through one or more years of hands-on customer-facing technical support, IT support, or a similar environment with regular troubleshooting and direct user interaction.

You should be comfortable supporting Windows, macOS, and ChromeOS environments and be able to learn new tools, platforms, and workflows quickly in a changing environment. Experience in K–12 education, EdTech, or SaaS is strongly preferred.

Education and certifications

Coursework or a degree in Computer Science, Information Technology, Networking, or a related field is helpful but not mandatory. Certifications such as CompTIA A+, Network+, ITIL, or similar are appreciated, but practical hands-on experience is considered just as important, if not more so, than formal education or certifications.

Benefits and perks

You can expect competitive hourly pay with overtime eligibility, medical/dental/vision insurance, a 401(k) with employer match, 12 weeks of fully paid parental leave, unlimited PTO, paid holidays, and a paid one-week shutdown at year end. The role also includes a $1,000 annual professional development stipend, free mental health resources, and access to an Employee Assistance Program.

Equal opportunity and accommodations

Securly says 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 legally protected characteristic. Accommodations are available during the hiring process, and candidates can request help by contacting recruitment.us@securly.com.