Remote Tier 1 Technical Support Engineer

PreVeil Inc; United States; Remote; USD 75,000 - 85,000; Full time

Job summary

PreVeil, a Boston-based cybersecurity company, is seeking a Tier 1 Technical Support Representative to be the first contact for customers. You will handle high volume tickets, resolve common questions, onboard new customers, and escalate complex issues to senior engineers.

This fully remote position requires candidates based on the East Coast, with standard hours 9:00 AM - 5:00 PM ET, reporting to the Customer Support team lead and working with Customer Success, Engineering, and Sales to ensure

Qualifications

• 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.
• Familiarity 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

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 elevate 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

Customer support

Customer service

Communication skills

Training delivery

Organizational skills

Windows

MacOS

Outlook

Gmail

Zoom

Documentation

Education

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

Tools

Jira

Zendesk

Job description

PreVeil, a Boston-based cybersecurity company, is seeking a Tier 1 Technical Support Representative to be the first contact for customers. You will handle high volume tickets, resolve common questions, onboard new customers, and escalate complex issues to senior engineers.

This fully remote position requires candidates based on the East Coast, with standard hours 9:00 AM - 5:00 PM ET, reporting to the Customer Support team lead and working with Customer Success, Engineering, and Sales to ensure