EdTech Product Support, Securly
Tier 1
Pay: $24-26.44 per hour
Enterprise level digital security for schools
Open for applications
Enterprise level digital security for schools
201-500 employees
Open for applications
Pay: $24-26.44 per hour
201-500 employees
Company mission
To foster safe and focused learning environments through technology while keeping students healthy and engaged.
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
Insights
Few candidates hear
back within 2 weeks
44% employee growth in 12 months
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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