Senior Technical Support & Enablement 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 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.

Location: United Kingdom (Remote)
Employment Type: Full-Time, Permanent
Working Hours: 40 hours per week, Monday–Friday during standard daytime business hours, including a 1-hour unpaid lunch break
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

Deployment Support

• 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

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 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

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

Collaboration & Continuous Improvement

• 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

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
• Ability to balance repetitive support work with deeper technical problem-solving and improvement initiatives

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
• 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

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