Responsibilities

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

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

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