Technical Support Engineer, Edtech

About Securly

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 globally. Our mission is to create safer, more supportive learning environments by identifying risk earlier, strengthening student wellbeing, and empowering educators with actionable insight.

Across the UK and EMEA, we partner with schools and Multi-Academy Trusts (MATs) and work closely with trusted Value-Added Resellers (VARs) to deliver secure, reliable technology that protects students while enabling effective digital learning.

Our Support team plays a critical role in that mission — ensuring schools and partners can rely on our platform every day.

Role Overview

As a Technical Support Engineer (UK/EMEA), you will serve as a frontline technical partner for both schools and VAR partners across the region.

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.

Success in this role is measured by resolution quality, SLA adherence, partner confidence, and consistent customer satisfaction.

Location: United Kingdom (Remote)
Employment Type: Full-Time, Permanent
Working Hours: Monday–Friday, 9:00am–5:00pm GMT (37.5 hours per week)
Salary: £65,000 per annum

Key Responsibilities

Technical Support & Case Ownership

• 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

VAR Support & Enablement

• 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 recommend documentation or training improvements

  Contribute to FAQs, knowledge base articles, and enablement resources to improve partner self-sufficiency

Technical Troubleshooting

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

Use secure remote tools to conduct troubleshooting sessions when required.

Collaboration & Continuous Improvement

• Liaise with Product, Engineering, Sales, and Customer teams to resolve complex issues

  Identify patterns across customer and reseller cases

  Contribute to process improvements that strengthen reliability and support efficiency

What We’re Looking For

• 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

What Success Looks Like

First 60 Days

• Build familiarity with Securly’s UK/EMEA products and deployment models

  Take ownership of assigned cases with guidance where required

  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 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 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 process improvements that enhance overall support quality

Benefits & Perks (UK)

• 28 days total annual leave (20 days + 8 public holidays)

  37.5-hour work week (Monday–Friday)

  Workplace pension with auto-enrolment in line with UK regulations

  £750 annual learning & development stipend

  Family-friendly policies, including statutory maternity and paternity leave

  Statutory sick pay for eligible employees

  Monthly salary payments

Equal Opportunity

Securly is committed to building a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and do not discriminate based on any protected characteristic under UK law. Reasonable adjustments are available throughout the recruitment process upon request. #LI-REMOTE #LI-DO1