Technical Support Engineer

About the Role This is a front-line, customer-facing role where you'll be the first point of contact for PreVeil customers. You'll handle a high volume of support tickets, resolve common technical questions, run customer onboardings, and escalate more complex issues to senior support engineers. • Fully remote position — candidates must be based on the East Coast • Standard business hours, Monday–Friday (9:00 AM -5:00 AM Eastern Time) • Reports to the Customer Support team lead and work closely with Customer Success, Engineering, and Sales Key Responsibilities • Serve as the first responder for incoming customer questions and issues via service tickets and email • Manage a high volume of tickets efficiently while maintaining excellent quality and customer satisfaction • Resolve common issues such as account setup, installation, and basic configuration questions • Conduct one-on-one and group onboarding sessions for new customers via Zoom, guiding users through installation, account setup, and first use of PreVeil’s encrypted email and file sharing • Coordinate and deliver follow-up group training sessions as customers roll PreVeil out across their organizations • Triage and escalate complex technical issues to Tier 2/senior support engineers with clear, complete documentation • Follow documented troubleshooting procedures and contribute updates to internal knowledge base articles • Communicate clearly and empathetically with customers of varying technical backgrounds Skills and Experience • 2–4 years of experience in customer support, help desk, or a customer service role • Outstanding customer service skills — patience, empathy, and a genuine desire to help people • Excellent written and verbal communication skills; professional phone and video manner • Comfortable presenting and leading training sessions for individuals and groups over Zoom • Ability to stay organized and prioritize while managing multiple tickets at once • Comfortable working with Windows and Mac operating systems • Familiarity with common email clients (Microsoft Outlook, Gmail) • Familiarity with Zoom • Strong attention to detail when documenting issues and resolutions • Associate's or Bachelor's degree in IT or a related field, or equivalent practical experience Preferred (Nice to Have) • Experience with a ticketing system (Jira, Zendesk, or similar) • Some familiarity with escalating issues with software developers is a plus • CompTIA A+ certification or working toward one • Familiarity with iOS and Android devices

PreVeil is a Boston-based cybersecurity company whose encrypted collaboration platform — end-to-end encrypted email and file sharing — helps defense contractors and other organizations protect sensitive data and meet federal compliance requirements such as CMMC and NIST 800-171. As a Tier 1 Technical Support Representative, you'll work hands-on with the PreVeil platform every day, helping customers onboard and keeping them successful.