# Senior Technical Support Engineer

**Company:** [PreVeil](https://hotfix.jobs/companies/preveil)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 7+ years
**Skills:** Jira, Confluence, Microsoft Outlook, Gmail, Windows, Mac, Aws Workspaces, Linux, iOS, Android
**Posted:** 2026-06-10

> Senior Technical Support Engineer guiding enterprise SaaS customers through onboarding, deployment, and technical issue resolution for secure mail, file sharing, and related products. Requires 7+ years of customer-facing SaaS support experience and strong cross-functional collaboration skills.

## Job Description

## 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

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