Senior Technical Support Engineer

🕒 June 11

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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PreVeil

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

🎖️ Defense

🏥 Healthcare

💰 $20M Private Equity Round - PreVeil on 2022-10

Consulting • Defense • Healthcare

PreVeil is a US-designed and developed secure communication and collaboration SaaS that provides end-to-end encrypted email and file sharing tailored for defense and highly regulated industries. Its platform (Email, Drive, and Compliance Accelerator) enables organizations to meet stringent standards such as CMMC, NIST SP 800-171, ITAR, DFARS, and HIPAA while integrating with existing email systems and workflows. PreVeil positions itself as a lightweight, deployable alternative to costly government clouds, offering zero-knowledge encryption, ransomware protection, and assessment-ready compliance documentation for enterprises, contractors, and professional services.

📋 Description

• 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 • Create and maintain troubleshooting and problem resolution documentation for internal and customer-facing use • Coach and mentor less senior Technical Support team members, sharing expertise and helping elevate the overall capability of 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.

🏖️ Benefits

• Direct Impact: You will be the technical expert our customers rely on at the most critical moments — onboarding, deployment, and problem resolution. • Cross-Functional Visibility: You will work at the intersection of Engineering, Customer Success, and Sales, with real influence on how PreVeil supports and retains its customer base. • Mission-Driven Work: You'll be helping defense contractors and government-adjacent organizations protect sensitive information and achieve CMMC compliance — work that has real national security implications. • Growth Opportunity: This role offers significant opportunity for growth as PreVeil scales.