Senior Technical Support Engineer

Responsibilities

Customer Onboarding and Technical Enablement

• Lead group and 1-on-1 onboarding sessions, guiding customers through deployment and configuration of PreVeil's full product suite across a wide range of IT environments
• Deliver follow-on training sessions to ensure customers are confident and capable on the platform
• Manage technical implementation projects including file migration, email services, SIEM services, and software deployment from kickoff through completion

Technical Support and Issue Resolution

• Own resolution of customer technical questions and issues via service ticket and email, providing timely and thorough responses
• Take full ownership of complex technical issues, collaborating with the development team when deeper investigation is required
• Serve as the senior point of escalation for high-severity and high-visibility customer situations, driving resolution with urgency and clear communication to all stakeholders until closure
• Create and maintain troubleshooting and problem resolution documentation for internal and customer-facing use

Cross-Functional Collaboration and Team Development

• Work closely with Software Development, Customer Success, and Sales to surface customer feedback, communicate technical blockers, and contribute to a seamless customer experience
• Coach and mentor less senior Technical Support team members, sharing expertise and helping elevate the overall capability of the team
• Identify patterns in support requests and proactively recommend process or product improvements that reduce friction for customers and the team

Requirements

• Bachelor's degree in Information Technology or a related technical field, or equivalent practical experience
• 7+ years of customer-facing technical support experience in an enterprise SaaS environment
• Proven experience leading group onboarding and training sessions with 10+ customers
• Experience managing IT projects including file migration, email services, and software deployment
• Hands-on experience with enterprise IT software deployments across Windows and Mac environments
• Familiarity with configuring Microsoft Outlook and Gmail
• Experience with a service ticketing system; Jira and Confluence preferred
• Excellent written and verbal communication skills with a strong phone manner
• Ability to multi-task, prioritize, and thrive in a fast-paced, high-growth environment

Nice-to-Haves

• Knowledge of virtual desktops and AWS Workspaces
• CompTIA A+ certification
• Linux experience
• MSP experience
• Familiarity with iOS, Android, or Zoom