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 AM 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
Skills Required
- 2-4 years of experience in customer support, help desk, or customer service
- Strong customer service skills, including patience and empathy
- Excellent written and verbal communication skills
- Ability to present and lead individual and group training sessions over Zoom
- Ability to organize and prioritize multiple support tickets
- Comfort working with Windows and Mac operating systems
- Familiarity with Microsoft Outlook and 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
- Experience with Jira, Zendesk, or a similar ticketing system
- Familiarity with escalating issues to software developers
- CompTIA A+ certification or progress toward certification
- Familiarity with iOS and Android devices
PreVeil Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PreVeil and has not been reviewed or approved by PreVeil.
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Healthcare Strength — Health coverage is described as comprehensive, including medical and dental plans, HSA support, an Employee Assistance Program, and subsidized fitness options. Carrier details and strong coverage language indicate a robust healthcare offering.
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Leave & Time Off Breadth — Time off includes unlimited vacation and sick days, paid holidays, and generous parental leave with a return-to-work program. Hybrid/remote flexibility further supports work-life balance.
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Equity Value & Accessibility — Compensation includes stock options described as meaningful alongside competitive salaries. This ownership component positions total rewards with potential upside beyond base pay.
PreVeil Insights
What We Do
PreVeil makes encryption usable for CMMC & ITAR compliance, business and personal use. PreVeil’s encrypted email works with existing apps like Outlook or Gmail, letting users keep their regular email addresses. PreVeil Drive works like DropBox for file sharing, but with far better security. All messages and documents are encrypted end-to-end, which means that no one other than intended recipients can read or scan them—not even PreVeil. PreVeil is designed for both small teams and large enterprises. Visit www.preveil.com to learn more.
Why Work With Us
We're a group of wonderful humans working together to make the world safer and more secure.
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