Technical Support Engineer

PreVeil Inc; United States; A distancia; USD 75.000 - 85.000; Jornada completa

Descripción de la vacante

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

Formación

• 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

Responsabilidades

• 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

Conocimientos

Customer support

Customer service

Communication skills

Training delivery

Organizational skills

Windows

MacOS

Outlook

Gmail

Zoom

Documentation

Educación

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

Herramientas

Jira

Zendesk

Descripción del empleo

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.

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 elevate 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 PM 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 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 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

The pay range for this role is:

75,000 - 85,000 USD per year (Remote (United States))