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 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