Job Title: Technical Support Engineer (AI Security Products)
Location: Atlanta, GA - Hybrid - 2 days/week
About Us:
Witness AI invented intent-based AI security. While legacy tools monitor what users say to AI, we understand what they’re trying to accomplish - stopping jailbreaks, data exfiltration, and shadow AI before damage occurs. We provide visibility into how employees and systems use AI - capturing prompts, responses, and agent activity - so security teams can monitor risk, investigate incidents, and enforce guardrails in real time.
Job Description: As a Hands-On Technical Support Engineer for WitnessAI customers, you will be responsible for overseeing the pool of customer technical/product issues ranging from easy to complex difficulty while directly engaging with them to troubleshoot and provide resolution by following customer SLAs. You’ll provide high-level technical guidance and mentorship to the TSE team, while ensuring efficient resolution of customer problems related to AI security products. This is a hands-on role that requires a deep understanding of network, endpoint and proxy security technologies, troubleshooting complex issues, and working closely with cross-functional teams to drive customer success.
Key Responsibilities:
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Lead and mentor the technical support team, providing guidance on troubleshooting and resolving complex customer issues.
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Serve as an escalation or direct point for high-priority and advanced technical issues involving AI security products (e.g., proxies, end points, HTTP1.1/HTTP2,DNS, firewalls, IDS/IPS, VPNs, etc.).
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Provide hands-on troubleshooting, root cause analysis, and resolution for customer-reported issues, ensuring high-quality support.
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Collaborate with engineering, product development, and sales teams to communicate customer feedback and ensure continuous product improvement.
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Develop and maintain best practices, technical documentation, and troubleshooting guides to improve team efficiency.
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Implement and manage support processes, ensuring SLAs are met and customer satisfaction remains high.
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Conduct regular training sessions to keep the support team up-to-date on the latest product features and network security trends.
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Engage directly with customers via email, phone, or remote sessions to resolve technical issues and ensure their security solutions are fully optimized.
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Assist with the deployment and configuration of security products, providing post-deployment technical assistance.
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Monitor, analyze, and report on support metrics, identifying opportunities for process improvements and training needs.
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Stay updated on the latest cybersecurity trends, threats, and technologies to provide expert-level support and guidance.
Requirements:
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Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
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3-5 years of experience in technical support or engineering roles.
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Extensive hands-on experience with network security products, including firewalls, VPNs, IDS/IPS, and endpoint security solutions (e.g.,Crowdstrike, SentinelOne, Palo Alto, Cisco, Fortinet, etc).
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Strong knowledge of various protocols (HTTP1.1,HTTP2, TCP/IP, DNS, DHCP, etc.), working with HARs, packet captures, tcpdump, etc and security best practices.
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Proven experience troubleshooting and diagnosing complex network security issues in real-world customer environments.
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Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment.
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Strong communication and customer service skills, with the ability to explain complex technical concepts to non-technical users.
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Experience with scripting or automation tools (e.g., Python, Bash) is a plus.
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Industry certifications such as CCNA, CISSP, or CEH are highly desirable.
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Experience with support ticketing systems and knowledge base management.
Benefits:
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Hybrid work environment
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Competitive salary.
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Health, dental, and vision insurance.
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401(k) plan.
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Opportunities for professional development and growth.
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Generous vacation policy.
Salary Range:
$84,500 - $100,000 (The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.)