Technical Support Engineer
About The Position
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. This is a fully remote position, and candidates must be based on the East Coast. The role operates during standard business hours, Monday–Friday (9:00 AM -5:00 AM Eastern Time). The position reports to the Customer Support team lead and involves close collaboration with Customer Success, Engineering, and Sales teams.
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
Nice To Haves
- 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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
