About this role
About SecurlySecurly 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 OverviewAs 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 ResponsibilitiesTechnical 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 TroubleshootingSupport 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 LikeFirst 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 OpportunitySecurly 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