PreVeil

Support Engineer

• 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

Technical Support Engineer