Senior Technical Support & Enablement Engineer, Securly
Edtech
£65k
Enterprise level digital security for schools
Open for applications
Enterprise level digital security for schools
201-500 employees
Open for applications
£65k
201-500 employees
Company mission
To foster safe and focused learning environments through technology while keeping students healthy and engaged.
Role
Who you are
- Experience in customer-facing technical support, IT support, or similar role
- Strong understanding of networking fundamentals and infrastructure troubleshooting
- Hands-on experience with Active Directory and Windows Server environments
- Familiarity with firewall and network configuration
- Experience supporting ChromeOS, Android, iPad, and macOS devices
- Experience working with resellers, MSPs, or channel partners (advantageous)
- Experience in Education Technology (EdTech) or supporting schools/MATs (preferred)
- Clear and confident communication with both technical and non-technical users
- Strong documentation discipline and structured troubleshooting approach
- Ability to manage multiple concurrent cases while maintaining attention to detail
- Ability to balance repetitive support work with deeper technical problem-solving and improvement initiatives
What the job involves
- As a Senior Technical Support & Enablement Engineer (UK/EMEA), you will serve as a frontline technical partner for both schools and VAR partners across the region
- This role is primarily focused on technical support and case ownership, while also supporting deployments and improving how partners implement and support Securly solutions over time
- You will work directly with schools and VAR partners to troubleshoot issues, support implementations, and ensure successful product adoption. In addition to resolving technical issues, you will identify recurring challenges and contribute to improving partner capability and reducing ongoing support demand
- This role has a strong VAR-facing component. You will support reseller technical teams during deployment and ongoing service delivery, while also resolving technical issues directly for schools
- You will own cases end-to-end — from initial intake through final resolution or escalation — managing each ticket with the accountability and structure of a project
- This role will balance a mix of reactive support work and hands-on deployment support, with opportunities to contribute to partner enablement and continuous improvement over time
- Success in this role is measured by resolution quality, SLA adherence, partner confidence, reduction in recurring issues, and consistent customer satisfaction
- Respond to support queries from schools and VAR partners via phone, email, chat, and web submissions
- Diagnose and resolve product, configuration, device, and networking issues
- Own cases from open to close, ensuring consistent communication and follow-through
- Log and document all incidents clearly and accurately within internal systems
- Escalate complex issues with complete, decision-ready diagnostic detail
- Support and assist with deployments of Securly solutions for schools and VAR partners
- Help configure and validate implementations to ensure successful product adoption
- Work directly with schools and/or VARs during onboarding and rollout phases
- Troubleshoot and resolve issues related to deployments and initial configurations
- Identify common deployment challenges and contribute to improving deployment practices
- Provide technical guidance to VAR partners during deployment and post-implementation
- Support reseller technical contacts with configuration, troubleshooting, and best practice advice
- Identify recurring partner challenges and close knowledge gaps through documentation and guidance
- Contribute to FAQs, knowledge base articles, and enablement resources to improve partner self-sufficiency
- Over time, help reduce partner dependency on Securly support by strengthening VAR capability
- Support environments involving:
- Active Directory and Group Policy
- Windows Server estates
- Networking fundamentals (TCP/IP, DNS, routing)
- Switch and router configuration
- Firewall configuration and troubleshooting
- ChromeOS, Android, iPadOS, and macOS administration
- Liaise with Product, Engineering, Sales, and Customer teams to resolve complex issues
- Collaborate with Sales Engineering to support successful post-sales implementation and alignment between solution design and real-world deployment
- Identify patterns across customer and reseller cases
- Contribute to process improvements that strengthen reliability, deployment quality, and support efficiency
- First 60 Days
- Build familiarity with Securly’s UK/EMEA products and deployment models
- Take ownership of assigned cases with guidance where required
- Support deployments alongside team members and VAR partners
- Resolve routine issues independently
- Maintain accurate documentation and meet baseline SLA expectations
- First 90 Days
- Independently manage the majority of standard support cases end-to-end
- Demonstrate structured troubleshooting across device, network, and application layers
- Sustain strong SLA performance and positive customer/partner satisfaction
- Support VAR technical contacts confidently on common deployment and support scenarios
- First 180 Days
- Manage moderate-complexity technical issues independently
- Demonstrate strong working knowledge across core products
- Reduce avoidable escalations through effective root-cause analysis
- Contribute to documentation and partner enablement improvements
- First 360 Days
- Consistently own complex cases with minimal oversight
- Demonstrate strong product fluency and infrastructure understanding
- Be recognised as a trusted technical partner by schools and key VAR contacts
- Contribute to measurable improvements in partner capability and reduction of recurring support issues
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
44% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2020
$11.7m
SERIES B
Dec 2018
$16m
SERIES B
Total funding: $32.8m
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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