Senior Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate group and individual onboarding sessions, assisting customers with the deployment and configuration of PreVeil's comprehensive product suite across diverse IT environments.

• Conduct follow-up training sessions to ensure customers feel proficient and confident using the platform.

• Oversee technical implementation projects that encompass file migration, email services, SIEM services, and software deployment from initiation to completion.

• Take responsibility for resolving customer technical inquiries and issues through service tickets and email, providing prompt and detailed responses.

• Fully manage intricate technical challenges, working closely with the development team for in-depth analysis when necessary.

• Develop and sustain troubleshooting and problem resolution documentation for both internal use and customer reference.

• Mentor and coach junior Technical Support team members, sharing knowledge and enhancing the overall skill set of the team.

⛳️ Requirements

• A bachelor's degree in Information Technology or a related technical discipline, or equivalent hands-on experience.

• Over 7 years of experience in customer-facing technical support within an enterprise SaaS environment.

• Demonstrated experience leading group onboarding and training sessions with more than 10 customers.

• Proven track record in managing IT projects, including file migration, email services, and software deployments.

• Practical experience with enterprise IT software deployments in both Windows and Mac environments.

• Knowledge of configuring Microsoft Outlook and Gmail.

• Familiarity with a service ticketing system; experience with Jira and Confluence is preferred.

• Exceptional written and verbal communication skills, complemented by a strong phone manner.

• Capability to multi-task, prioritize effectively, and excel in a fast-paced, rapidly evolving environment.

🏝️ Benefits

• Direct Impact: You will serve as the technical expert our customers depend on during critical moments — onboarding, deployment, and issue resolution.

• Cross-Functional Visibility: You will collaborate across Engineering, Customer Success, and Sales, significantly influencing how PreVeil supports and retains its customer base.

• Mission-Driven Work: You will assist defense contractors and organizations linked to the government in safeguarding sensitive information and achieving CMMC compliance — work that has genuine national security implications.

• Growth Opportunity: This position presents substantial opportunities for advancement as PreVeil expands.