Technical Support Engineer

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.

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.

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
• Networking fundamentals (TCP/IP, DNS, routing)
• Switch and router configuration
• Firewall configuration and troubleshooting
• Chrome
  
  OS, Android, iPadOS, and macOS administration
• Use secure remote tools to conduct troubleshooting sessions when required.
• 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

• 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 configurationli>
• Experience supporting Chrome
  
  OS, 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

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
• Demonst…