Technical Support Engineer
Witness AI · Remote · Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Hybrid (Atlanta, GA)
- AI Security Products
- Network & Endpoint Sec
- Team Mentorship
- 3-5 Years Experience
Join Witness AI to support customers using their intent-based AI security products. You will handle technical escalations, perform root cause analysis, and guide the support team in resolving issues related to proxies, endpoints, and network protocols.
This hands-on position requires deep expertise in network security technologies and close collaboration with engineering and product teams to improve customer success and product quality.
What you'll do
- Mentor the technical support team on troubleshooting complex issues
- Serve as escalation point for advanced technical problems
- Perform root cause analysis and resolve customer-reported issues
- Collaborate with engineering and product teams on feedback
- Develop technical documentation and troubleshooting guides
- Manage support processes to ensure SLAs are met
- Conduct training sessions on product features and security trends
- Assist with deployment and configuration of security products
- Monitor support metrics to identify process improvements
What you'll need
- Bachelor’s degree in CS, IT, or equivalent experience
- 3-5 years in technical support or engineering roles
- Experience with firewalls, VPNs, IDS/IPS, and endpoint security
- Strong knowledge of HTTP, TCP/IP, DNS, and DHCP protocols
- Proficiency with HARs, packet captures, and tcpdump
- Proven ability to troubleshoot complex network security issues
- Strong communication skills for non-technical users
- Experience with support ticketing systems and knowledge bases
Nice to have
- Scripting or automation skills in Python or Bash
- Industry certifications like CCNA, CISSP, or CEH
Stack
- Crowdstrike
- SentinelOne
- Palo Alto
- Cisco
- Fortinet
- Python
- Bash
How you'll work
- Hybrid work model
- Based in Atlanta, GA
- 2 days per week in office
What you get
- Competitive salary
- Health, dental, and vision insurance
- 401(k) plan
- Professional development opportunities
- Generous vacation policy