Technical Support Engineer

This is a customer-facing role where the primary tasks would involve (i) helping customers get set up with the PreVeils end-to-end secure mail and file sharing solution and (ii) addressing customer technical issues as they come up. As part of this, the person will be closely working with the software development and sales and business teams within the company.Key Responsibilities:Resolving customer questions and issues by service ticket and emailOnboarding new customers by conducting live Zoom meetings and providing subsequent training sessions as neededTaking ownership of technical issues, and working with the development team to resolve more advanced issues when necessaryManaging IT projects such as file migration, email services, SIEM services and software deploymentDocumenting troubleshooting and problem resolution steps for internal and external useSkills and Experience:BA/BS degree in Information Technology or a related technical field, or equivalent practical experience.4+ years of relevant customer support experience of commercially deployedproduct/service; proven working experience in enterprise technical supportExperience working in a fast-paced work environment with a growing customer baseAbility to multi-task and prioritizeExperienced with enterprise IT software deployments (Windows and Mac).Familiarity with configuring and using common mail clients (Microsoft Outlook andGmail)Experience using a service ticketing system (Jira and Confluence experience preferred)Excellent written and verbal skills; excellent phone mannerPreferred SkillsKnowledge of virtual desktops and AWS workspaces is a plus.CompTIA A+ certificationExperience with Linux is a plusMSP experience preferredFamiliarity with iOS or AndroidFamiliarity with Zoom