PreVeil is a Boston-based cybersecurity company whose encrypted collaboration platform — end-to-end encrypted email and file sharing — helps defense contractors and other organizations protect sensitive data and meet federal compliance requirements such as CMMC and NIST 800-171. As a Tier 1 Technical Support Representative, you'll work hands-on with the PreVeil platform every day, helping customers onboard and keeping them successful.
About the Role
This is a front-line, customer-facing role where you'll be the first point of contact for PreVeil customers. You'll handle a high volume of support tickets, resolve common technical questions, run customer onboardings, and escalate more complex issues to senior support engineers.
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
PreVeil is a Boston-based cybersecurity company that develops an end-to-end encrypted collaboration platform designed to help defense contractors and other organizations protect sensitive data. The company's core offering includes encrypted email and file sharing solutions specifically built to meet federal compliance requirements such as CMMC (Cybersecurity Maturity Model Certification) and NIST 800-171. PreVeil serves high-security sectors where data protection and regulatory compliance are critical, positioning itself as a specialized provider for organizations handling sensitive government and defense information.
