Product Support Tier 1

COMPANY OVERVIEW

Securly, Inc. is the definitive leader in K-12 student safety and wellness solutions, protecting over 20 million students across 20,000 schools worldwide. Our AI-driven safety solutions have established us as one of the fastest-growing EdTech companies, consistently recognised as EdTech Product of the Year and a Top Place to Work three years running. Through innovative technology and data-driven insights, we're revolutionising student safety and digital well-being in education.

Summary:

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.

What You Will Do:

• 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.

Preferred Qualifications, Skills, and Experience:

• 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 - 5 pm GMT/BST, with flexibility to handle high call/ticket volumes.
• Technical certifications or coursework in IT/networking/security are beneficial but not required.

Key Expectations:

• 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.

Compensation & Benefits:

• Base salary up to £40,000
• Company-sponsored pension scheme
• Generous annual leave
• £1,000 annual professional development stipend
• Remote-first work environment
• Mental health and wellness resources

COMMITMENT TO DIVERSITY:

Securly is an Equal Opportunity Employer committed to building a diverse and inclusive team. We welcome applications from candidates of all backgrounds, believing that diverse perspectives strengthen our ability to protect and support students worldwide.