技术支持工程师
Technical Support Engineer
PreVeil是一家位于波士顿的网络安全公司，其加密协作平台——端到端加密邮件和文件共享——帮助国防承包商和其他组织保护敏感数据并满足联邦合规要求，如CMMC和NIST 800-171。作为一级技术支持代表，你每天都会直接与PreVeil平台互动，帮助客户完成上手并确保他们的成功。
职位简介
这是一个前线、面向客户的职位，你将是PreVeil客户的首要联系人。你需要处理大量支持工单，解决常见技术问题，进行客户上手培训，并将更复杂的问题转交给高级支持工程师。
- 全程远程办公 —— 候选人必须位于东海岸
- 标准工作时间，周一至周五（东部时间上午9:00 - 下午5:00）
- 向客户支持团队主管汇报，并与客户成功、工程和销售团队密切合作
主要职责
- 作为客户通过工单和邮件提出问题和故障的第一响应者
- 高效处理大量工单，同时保持高质量和客户满意度
- 解决常见问题，如账户设置、安装和基本配置问题
- 通过Zoom进行一对一和小组上手培训，指导用户完成PreVeil加密邮件和文件共享的安装、账户设置和首次使用
- 协调并提供后续小组培训，当客户在其组织中推广PreVeil时
- 对复杂技术问题进行初步判断，并将问题转交给二级/高级支持工程师，同时提供清晰完整的文档
- 遵循已有的故障排除流程，并为内部知识库文章提供更新
- 与不同技术背景的客户进行清晰且富有同理心的沟通
技能与经验
- 2–4年客户支持、客服或帮助台相关经验
- 出色的客户服务能力——耐心、同理心，以及真诚帮助他人的意愿
- 优秀的书面和口头沟通能力；具备专业的电话和视频礼仪
- 能够在Zoom上对个人和小组进行演示和培训
- 在同时处理多个工单时能够保持条理和优先级
- 熟悉Windows和Mac操作系统
- 了解c
查看英文原文
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
Originally posted on Himalayas