Technical Product Support - EdTech

About SecurlySecurly 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 OverviewAs 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 benefitsLocation: 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 CSTWhat Success Looks LikeSuccess is evaluated holistically, with consideration for product complexity, customer context, and support volume.First 90 Days – Core Execution & Product FoundationsDuring 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 communicationResolve a meaningful portion of common ticket types and escalating advanced issues, in line with established team benchmarks and support expectationsMeet service level expectations (SLAs) for assigned tickets by balancing responsiveness, quality, and ownershipAccurately log, categorize, and document tickets in accordance with team standards and workflowsDemonstrate a working understanding of assigned core products, configurations, and common issue patternsEscalate unresolved issues appropriately, providing clear troubleshooting steps, context, and recommended next actions to enable efficient resolutionFirst 180 Days – Proficiency & Expanded Product CoverageBy 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 timeIndependently resolve a broader range of issues across multiple Securly products or configurations, consistent with role expectationsReduce repeat or recurring issues through effective diagnosis, customer guidance, and root-cause awarenessContribute to internal documentation, knowledge base articles, or shared resources that improve team efficiency and consistencyDemonstrate sound judgment in determining when to resolve, escalate, or collaborate with cross-functional partnersFirst 12 Months – Mastery & Continuous ImprovementAt 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 qualityDemonstrate deep product fluency across multiple Securly solutions, including more complex support scenariosResolve higher-complexity issues independently when appropriate, escalating thoughtfully and effectively when neededServe as a trusted support resource for peers, contributing to onboarding, knowledge sharing, or informal mentorshipProvide insights and recommendations that help improve workflows, documentation, tooling, or the overall customer experienceWhat You Will DoCustomer & Technical SupportServe as the first point of contact via phone, chat, email, and web-based support requestsTroubleshoot and resolve common customer, technical, and product issues using internal tools and testing environmentsGuide non-technical users through technical steps with clarity, patience, and confidence, including live calls or screen-sharin