remote
Technical Product Support - EdTech - Securly
Software Engineer
Seeking a Technical Product Support specialist for an EdTech company. This remote role focuses on providing excellent customer support and troubleshooting for AI-powered student safety solutions.
About the role
Key Responsibilities
- Provide exceptional technical support to customers via various channels (email, chat, phone).
- Troubleshoot and resolve complex product issues, identifying root causes.
- Document customer interactions and technical solutions in a ticketing system.
- Collaborate with engineering and product teams to escalate and resolve bugs.
- Educate users on product features and best practices.
- Contribute to the knowledge base with clear and concise articles.
Requirements
- Proven experience in technical product support or customer service.
- Familiarity with SaaS products and ticketing systems (e.g., Zendesk, Jira).
- Strong troubleshooting and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Experience in the EdTech industry is a plus.
Skills
customer supporttechnical supporttroubleshootingticketing systems