[Hiring] Technical Product Support Specialist @Securly

Role Description

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.

Qualifications

• Proficiency with software products, IT systems, and foundational networking concepts.
• Experience supporting Windows, macOS, and ChromeOS environments.
• Ability to learn new tools, platforms, and workflows in a fast-changing environment.
• Experience in K–12 education, EdTech, or SaaS strongly preferred.

Requirements

• Candidates must have unrestricted U.S. work authorization. Securly does not sponsor or transfer visas (H-1B, TN, OPT, or similar) for this position.
• Full-Time, Non-Exempt (Overtime Eligible).
• Schedule: Monday–Friday, 8:00am–5:00pm MST or CST.

Benefits

• Competitive hourly pay with overtime eligibility.
• Medical, dental, and vision coverage.
• 401(k) with employer match.
• 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.

Company Description

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.