Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will be a critical customer-facing member of our team, guiding customers through onboarding and deployment of PreVeil's secure mail, file sharing, SIEM Relay, Email Relay, and VDI products. You will serve as the technical backbone of the customer experience, resolving complex issues and partnering closely with Software Development, Customer Success, and Sales to ensure every customer is set up for success.

How You Will Drive Impact

Customer Onboarding and Technical Enablement

• 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, from small defense contractors to large enterprise organizations.
• 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.

Technical Support and Issue Resolution

• 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.

Cross-Functional Collaboration and Team Development

• 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.

Why This Role is a Great Fit

• 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.

What We Are Looking For

• 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

Preferred Skills

• Knowledge of virtual desktops and AWS Workspaces
• CompTIA A+ certification
• Linux experience
• MSP experience
• Familiarity with iOS, Android, or Zoom

Why This Role Matters

You will play a critical part in ensuring every PreVeil customer is successfully deployed, technically enabled, and supported throughout their journey. The quality of your work directly impacts customer retention, product adoption, and PreVeil's reputation as the trusted security and compliance partner for the defense industrial base.

Growth Opportunity

This role offers significant opportunity for growth as PreVeil scales. Senior Technical Support Engineers who demonstrate deep technical expertise and customer impact have a clear path toward team lead and broader technical leadership responsibilities.