Technical Product Support - EdTech

About this role

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. We are proud to be 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 , as recognized by GSV .

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

Success is evaluated holistically, with consideration for product complexity, customer context, and support volume.

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 , as reflected in CSAT feedback and customer interactions, through professional, empathetic, and clear communication

• Resolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectations

• Meet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownership

• Accurately log, categorize, and document tickets in accordance with team standards and workflows

• Demonstrate a working understanding of assigned core products, configurations, and common issue patterns

• Escalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to enable efficient resolution

First 180 Days – Proficiency & Expanded Product Coverage

By six months, success is reflected in increased independence, broader product coverage, and proactive problem-solving.

• Sustain strong customer satisfaction and SLA adherence across support channels over time

• Independently resolve a broader range of issues across multiple Securly products or configurations , consistent with role expectations

• Reduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awareness

• Contribute to internal documentation, knowledge base articles, or shared resources that improve team efficiency and consistency

• Demonstrate sound judgment in determining when to resolve, escalate, or collaborate with cross-functional partners

First 12 Months – Mastery & Continuous Improvement

At the one-year mark, success is defined by mastery, reliability, and positive team impact.

• Maintain a strong and consistent track record of customer satisfaction, SLA adherence, and resolution quality

• Demonstrate deep product fluency across multiple Securly solutions , including more complex support scenarios

• Resolve higher-complexity issues independently when appropriate, escalating thoughtfully and effectively when needed

• Serve as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorship

• Provide insights and recommendations that help improve workflows, documentation, tooling, or the overall 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 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

Ticket & Queue Management

• 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

Documentation & Knowledge Sharing

• 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

Collaboration & Learning

• Participate in daily team touchpoints (such as huddles or Slack-based discussions) t

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