Securly
Technical Product Support - EdTech
United States (Remote) · Full-time
No sponsorshipDetected 20 days ago
DevOpsCustomer SuccessCustomer SupportCommunicationCollaborationMentoring
About the role
- This role blends world-class customer service with technical problem-solving.
- Success in this role is measured by resolution quality, customer satisfaction, operational reliability, and continuous learning-not just ticket volume.
Responsibilities
- Serve as the first point of contact via phone, chat, email, and web-based support requests
- 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
- Maintain clear, accurate ticket notes detailing symptoms, investigative steps, actions taken, and outcomes
- Partner with Product, Engineering, DevOps, and Customer Success as needed to resolve issues and improve the support experience
- Customer & Technical Support
Requirements
- Experience supporting Windows, macOS, and ChromeOS environments
- Ability to learn new tools, platforms, and workflows in a fast-changing environment
- Coursework or a degree in Computer Science, Information Technology, Networking, or a related field is beneficial but not required
Compensation
- 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
Benefits
- Medical, dental, and vision coverage
- 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
- 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.
- 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.
Company info
- Consistently recognized as a Top Place to Work
Equal opportunity
- Securly is committed to building a diverse and inclusive workplace.
- We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic.
- Accommodations are available throughout the hiring process.
- Please contact recruitment.us@securly.com.
Visa & 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
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This listing is sourced directly from Securly's careers page and normalized into a canonical job model.