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PreVeil Inc

Technical Support Engineer

PreVeil Inc United States · $75K–$85K/yr

Software Development · 51-200 employees

6 d ago
Remote support-engineer Mid (2-5 yrs) Full-time United States
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About the role

The role involves acting as the primary point of contact for customer support, managing high-volume tickets, and conducting onboarding sessions. You will also be responsible for triaging complex technical issues and contributing to the internal knowledge base.

What they look for

Customer Support Technical Troubleshooting Ticket Management Customer Onboarding Zoom Windows Mac Microsoft Outlook Gmail Communication Documentation Problem Solving Time Management Training Jira Zendesk

Requirements

Candidates must have 2–4 years of experience in customer support or help desk roles and possess strong communication and organizational skills. Proficiency with Windows, Mac, and common email clients is required, along with an associate's or bachelor's degree in IT or equivalent experience.

Full description

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

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