Technical Support Engineer

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

📋 Description

• Act as the primary point of contact for incoming customer inquiries and concerns through service tickets and email.

• Efficiently handle a high volume of tickets while ensuring exceptional quality and customer satisfaction.

• Address common issues including account setup, installation, and basic configuration inquiries.

• Facilitate one-on-one and group onboarding sessions for new customers via Zoom, assisting users with installation, account setup, and initial use of PreVeil’s encrypted email and file sharing.

• Organize and conduct follow-up group training sessions as customers implement PreVeil throughout their organizations.

• Assess and escalate complex technical problems to Tier 2/senior support engineers, providing clear and comprehensive documentation.

• Adhere to documented troubleshooting protocols and contribute updates to internal knowledge base articles.

• Communicate effectively and compassionately with customers from diverse technical backgrounds.

• Collaborate closely with Customer Success, Engineering, and Sales teams.

• Report directly to the Customer Support team lead.

⛳️ Requirements

• 2–4 years of experience in customer support, help desk, or a customer service role.

• Exceptional customer service abilities — patience, empathy, and a sincere desire to assist others.

• Strong written and verbal communication skills; professional demeanor on phone and video calls.

• Comfortable leading training sessions and presentations for individuals and groups over Zoom.

• Ability to stay organized and prioritize tasks while managing multiple tickets simultaneously.

• Proficient in working with Windows and Mac operating systems.

• Familiarity with popular email clients (Microsoft Outlook, Gmail).

• Experience with Zoom is essential.

• Keen attention to detail when documenting issues and resolutions.

• Associate's or Bachelor's degree in IT or a related field, or equivalent hands-on experience.

• Preferred experience with a ticketing system (Jira, Zendesk, or similar).

• Basic understanding of escalating issues to software developers is advantageous.

• CompTIA A+ certification or progress toward obtaining one is preferred.

• Familiarity with iOS and Android devices is a plus.

🏝️ Benefits

• Fully remote position.

• Standard business hours, Monday–Friday (9:00 AM–5:00 PM Eastern Time).