Technical Support Engineer

Employer posted

13 Oct 2026

Last confirmed open

Not yet confirmed

Source

Job board

Degree

Degree or equivalent experience

“Fully remote position — candidates must be based on the East Coast Standard business hours, Monday–Friday (9:00 AM -5:00 PM Eastern Time) Reports to the Customer Support team lead and work closely with Customer Success, Engineering, and Sales Key Responsibilities Serve as the first responder for incoming customer questions and issues via service ti”

Visa

Not stated

Timezone

Fully remote position — candidates must be based on the East Coast Standard business hours, Monday–Friday (9:00 AM -5:00 PM Eastern Time) Reports to the Customer Support team lead and work closely with Customer Success, Engineering, and Sales Key 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 Skills and Experience 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 Preferred (Nice to Have) 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 Originally posted on Himalayas

Languages

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Location evidence

“Fully remote position — candidates must be based on the East Coast Standard business hours, Monday–Friday (9:00 AM -5:00 PM Eastern Time) Reports to the Customer Support team lead and work closely with Customer Success, Engineering, and Sales Key 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 Skills and Experience 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 Preferred (Nice to Have) 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 Originally posted on Himalayas”

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