Remote Tier 1 Support Engineer - Cybersecurity Onboarding

PreVeil; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Job summary

PreVeil, a Boston-based cybersecurity company, is hiring a front-line Technical Support Representative to onboard customers and ensure ongoing success. This fully remote role requires East Coast base and offers standard business hours (ET).

You will collaborate with Customer Success, Engineering, and Sales to resolve issues and drive customer satisfaction. The position emphasizes handling tickets, guiding users through PreVeil’s encrypted email and file sharing, and escalating complex problems

Qualifications

• 2–4 years of customer support experience or similar role.
• Strong written and verbal communication skills.
• Experience presenting and leading training sessions via Zoom.
• Ability to stay organized while handling multiple tickets.

Responsibilities

• Be the first responder for tickets and emails.
• Handle a high volume of tickets with quality.Customer-focused
• Resolve account setup, installation and basic configuration questions.
• Lead onboarding sessions for new customers via Zoom.
• Coordinate follow-up training sessions for customers.
• Triage complex issues to Tier 2/senior engineers with clear docs.
• Follow troubleshooting procedures and update knowledge base.

Skills

Customer support

Communication

Training

Multitasking

Attention to detail

Empathy

Education

Associate's/Bachelor's in IT or related field

Tools

Jira

Zendesk

Windows

Mac OS

Zoom

Job description

PreVeil, a Boston-based cybersecurity company, is hiring a front-line Technical Support Representative to onboard customers and ensure ongoing success. This fully remote role requires East Coast base and offers standard business hours (ET).

You will collaborate with Customer Success, Engineering, and Sales to resolve issues and drive customer satisfaction. The position emphasizes handling tickets, guiding users through PreVeil’s encrypted email and file sharing, and escalating complex problems