Technical Support Engineer
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Job Description
Technical Support Engineer supporting customers using PreVeil’s encrypted email and file-sharing platform. Handling tickets, onboarding, training, and technical issue escalation.
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
- Work closely with Customer Success, Engineering, and Sales
- Report to the Customer Support team lead
Requirements:
- 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
- Experience with a ticketing system (Jira, Zendesk, or similar) preferred
- Some familiarity with escalating issues with software developers is a plus
- CompTIA A+ certification or working toward one preferred
- Familiarity with iOS and Android devices preferred
Benefits:
- Fully remote position
- Standard business hours, Monday–Friday (9:00 AM–5:00 AM Eastern Time)
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