Technical Support, Securly

Tier 1 Product, EdTech

Salary not provided

Pay: $24-26.44 per hour

Junior and Mid level

Remote in US

Enterprise level digital security for schools

Job no longer available

Enterprise level digital security for schools

201-500 employees

B2BArtificial IntelligenceEducationDeep TechCyber SecurityCloud Computing

Job no longer available

Salary not provided

Pay: $24-26.44 per hour

Junior and Mid level

Remote in US

201-500 employees

B2BArtificial IntelligenceEducationDeep TechCyber SecurityCloud Computing

Company mission

To foster safe and focused learning environments through technology while keeping students healthy and engaged.

Job

Company

Role

Who you are

1+ year of experience in a product support, technical support, or help desk role is preferred
Basic understanding of IT, networking, and systems, with a willingness to learn more advanced concepts
Strong troubleshooting skills and a passion for problem-solving
Excellent communication skills, with the ability to explain technical concepts to non-technical customers
Ability to work in a fast-paced environment and handle multiple tasks efficiently
Comfortable working Monday to Friday, 8 am to 5 pm Pacific time zone, with flexibility to handle high call/ticket volumes
Technical certifications or coursework in IT/networking/security are beneficial but not required

What the job involves

As a Tier 1 Technical Support Engineer, you will be the frontline for Securly’s support services, delivering exceptional customer service and technical assistance to K-12 School Districts
You will manage inbound calls, voicemails, and tickets, focusing on providing timely and effective resolutions or escalating issues when necessary
This is an excellent opportunity for individuals who are eager to develop foundational technical skills and gain experience in computer networking and security
Serve as the first point of contact for customer inquiries through phone, chat, and email
Provide prompt and accurate first-line support, troubleshooting, and resolution for a variety of technical issues
Handle all incoming tickets from the new queue
Escalate unresolved issues to Tier 2 or other appropriate teams within SLA times, with proper documentation and communication
Update customer tickets with detailed notes on troubleshooting steps taken, status, and next actions
Maintain a high level of customer satisfaction through professional, courteous, and empathetic communication
Contribute to internal documentation and knowledge-sharing efforts to improve overall team efficiency
Remain in the ticket queue throughout your shift, handling calls as they come in unless there is a ticket backlog
Address voicemails promptly and work through them in the order received
Ensure all tickets are addressed, escalating appropriately when necessary

Our take

Securly is the market-leading student safety and device management solution designed for primary/secondary schools. Leveraging cloud-based technologies with the power of AI, the company is dedicated to ensuring kids' safety while promoting productivity, while also offering teachers simplified tools for seamless classroom management.

With a stronghold in over 20% of the US market, Securly's success is evident through its rapid expansion on an international scale. Currently, it monitors an impressive 10+ billion online activities across more than 20,000 schools. As part of its growth strategy, the company has strategically acquired notable companies like Rhithm, specializing in student wellness, and Dyknow, a leading device monitoring platform.

In 2021, Securly became a part of Golden Gate Capital, a move that has enabled the company to continually enhance its platform and develop innovative solutions to meet the unmet needs in the field of EdTech. This positioned Securly for sustained rapid growth on a global level.

Steph

Company Specialist at Welcome to the Jungle

Company

Funding (last 2 of 4 rounds)

Aug 2020

$11.7m

SERIES B

Dec 2018

$16m

SERIES B

Total funding: $32.7m

Company benefits

Flexible time-off policy
401k
Company-sponsored health benefits
An environment that shuns red tape and politics
Continued learning and other empowering opportunities
Breakfasts, lunches, and happy hours
Fully stocked kitchen
Game room

Company HQ

Ballbach and SOFA, San Jose, CA

Leadership

Tammy Mank Wincup

(CEO)

Joined Securly in 20204 as CEO. Prior to this, they were a Senior Advisor, Interim COO/CPO at Get Well, President and CCO at Revolution Foods, and President at Protocol.

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