Technical Support Engineer

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 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 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 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

The pay range for this role is:

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