Technical Support Engineer

PreVeil

. Serve as the first responder for incoming customer questions and issues via service tickets and email .

Posted 9/15/2026full-timeRemote • United StatesJuniorMid-Level💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on effective communication, training delivery, and issue resolution. Proficient in managing service tickets and providing exceptional service across various platforms and operating systems.

Highest-signal resume keywords

Customer Support ExperienceTicketing System ProficiencyTraining Session FacilitationCompTIA A+ CertificationAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing SystemAccount SetupInstallationBasic ConfigurationTroubleshooting ProceduresDocumentationWindows Operating SystemMac Operating SystemEmail Client FamiliarityZoom Proficiency

Soft Skills

Outstanding Customer Service SkillsPatienceEmpathyOrganizational SkillsCommunication Skills

Tools & Technologies

JiraZendeskMicrosoft OutlookGmail

Certifications & Qualifications

CompTIA A+ Certification

Industry Keywords

Customer SupportHelp DeskOnboardingTechnical IssuesCustomer Satisfaction

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Fully remote position
Standard business hours, Monday–Friday (9:00 AM–5:00 AM Eastern Time)