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