Senior Technical Support Engineer - AI Security (Hybrid)

WitnessAI, Inc.; United States; Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Health, dental, and vision insurance

401(k) plan

Professional development

Generous vacation policy

Job summary

WitnessAI, Inc. is seeking a Hands-On Technical Support Engineer for its AI security products in a hybrid Atlanta setting.

You will oversee complex customer issues, mentor the TSE team, and coordinate with cross-functional teams to drive product improvements while maintaining SLAs and high customer satisfaction. Key responsibilities include escalation handling, deep technical troubleshooting, and keeping current with security trends.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years in technical support or engineering roles.
• Hands-on experience with network security products (firewalls, VPNs, IDS/IPS).
• Knowledge of HTTP1.1/HTTP2, TCP/IP, DNS, DHCP; security best practices.

Responsibilities

• Lead and mentor the technical support team, guiding troubleshooting of complex issues.
• Serve as escalation point for high-priority AI security product issues.
• Provide hands-on troubleshooting and root cause analysis for customer problems.
• Collaborate with engineering, product, and sales to implement feedback.
• Develop and maintain technical documentation and guides.
• Manage support processes to meet SLAs and ensure customer satisfaction.
• Train the team on product features and network security trends.

Skills

Network security

Troubleshooting

Technical communication

Scripting (Python)

Education

Bachelor’s degree in Computer Science or IT

Tools

HARs

tcpdump

Packet captures

Job description

WitnessAI, Inc. is seeking a Hands-On Technical Support Engineer for its AI security products in a hybrid Atlanta setting.

You will oversee complex customer issues, mentor the TSE team, and coordinate with cross-functional teams to drive product improvements while maintaining SLAs and high customer satisfaction. Key responsibilities include escalation handling, deep technical troubleshooting, and keeping current with security trends.