Technical Support Engineer

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:

Lead and mentor the technical support team, providing guidance on troubleshooting and resolving complex customer issues.

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.).

Provide hands-on troubleshooting, root cause analysis, and resolution for customer-reported issues, ensuring high-quality support.

Collaborate with engineering, product development, and sales teams to communicate customer feedback and ensure continuous product improvement.

Develop and maintain best practices, technical documentation, and troubleshooting guides to improve team efficiency.

Implement and manage support processes, ensuring SLAs are met and customer satisfaction remains high.

Conduct regular training sessions to keep the support team up-to-date on the latest product features and network security trends.

Engage directly with customers via email, phone, or remote sessions to resolve technical issues and ensure their security solutions are fully optimized.

Assist with the deployment and configuration of security products, providing post-deployment technical assistance.

Monitor, analyze, and report on support metrics, identifying opportunities for process improvements and training needs.

Stay updated on the latest cybersecurity trends, threats, and technologies to provide expert-level support and guidance.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

3-5 years of experience in technical support or engineering roles.

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).

Strong knowledge of various protocols (HTTP1.1,HTTP2, TCP/IP, DNS, DHCP, etc.), working with HARs, packet captures, tcpdump, etc and security best practices.

Proven experience troubleshooting and diagnosing complex network security issues in real-world customer environments.

Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment.

Strong communication and customer service skills, with the ability to explain complex technical concepts to non-technical users.

Experience with scripting or automation tools (e.g., Python, Bash) is a plus.

Industry certifications such as CCNA, CISSP, or CEH are highly desirable.

Experience with support ticketing systems and knowledge base management.

Benefits:

Hybrid work environment

Competitive salary.

Health, dental, and vision insurance.

401(k) plan.

Opportunities for professional development and growth.

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.)