{"id":2450025,"url":"https://alion.io/job/preveil-technical-support-engineer-2","title":"Technical Support Engineer","company":{"id":685467,"name":"PreVeil","domain":"preveil.com","url":"https://alion.io/company/preveil","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"NIST 800-171","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-13T13:28:21Z","employer_posted_date":null,"last_verified_at":"2026-10-13T13:28:21Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\n\nAbout the Role\n\nThis 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.\n\nFully remote position — candidates must be based on the East Coast \n\nStandard business hours, Monday–Friday (9:00 AM -5:00 PM Eastern Time)\n\nReports to the Customer Support team lead and work closely with Customer Success, Engineering, and Sales\n\nKey Responsibilities\n\nServe as the first responder for incoming customer questions and issues via service tickets and email\n\nManage a high volume of tickets efficiently while maintaining excellent quality and customer satisfaction\n\nResolve common issues such as account setup, installation, and basic configuration questions\n\nConduct 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\n\nCoordinate and deliver follow-up group training sessions as customers roll PreVeil out across their organizations\n\nTriage and escalate complex technical issues to Tier 2/senior support engineers with clear, complete documentation\n\nFollow documented troubleshooting procedures and contribute updates to internal knowledge base articles\n\nCommunicate clearly and empathetically with customers of varying technical backgrounds\n\nSkills and Experience\n\n2–4 years of experience in customer support, help desk, or a customer service role\n\nOutstanding customer service skills — patience, empathy, and a genuine desire to help people\n\nExcellent written and verbal communication skills; professional phone and video manner\n\nComfortable presenting and leading training sessions for individuals and groups over Zoom\n\nAbility to stay organized and prioritize while managing multiple tickets at once\n\nComfortable working with Windows and Mac operating systems\n\nFamiliarity with common email clients (Microsoft Outlook, Gmail)\n\n•Familiarity with Zoom\n\nStrong attention to detail when documenting issues and resolutions\n\nAssociate's or Bachelor's degree in IT or a related field, or equivalent practical experience\n\nPreferred (Nice to Have)\n\nExperience with a ticketing system (Jira, Zendesk, or similar)\n\nSome familiarity with escalating issues with software developers is a plus\n\nCompTIA A+ certification or working toward one\n\nFamiliarity with iOS and Android devices\n\nOriginally posted on Himalayas","description_format":"text","description_chars":2985,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Security Compliance"],"lifecycle":[{"event":"open","at":"2026-10-13T14:29:15Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":122500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-10-13T23:41:43Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":true},"html_url":"https://alion.io/job/preveil-technical-support-engineer-2","json_url":"https://alion.io/job/preveil-technical-support-engineer-2.json","meta":{"generated_at":"2026-10-13T23:41:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36109,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685467},"rest":"https://alion.io/mcp/rest/get_company?id=685467"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpreveil-technical-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpreveil-technical-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpreveil-technical-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/preveil-technical-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpreveil-technical-support-engineer-2"}]}