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

Originally posted on Himalayas