Technical Account Manager

WitnessAI; United States; Hybrid; USD 124,000 - 161,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive salary

Health, dental, and vision insurance

401(k) plan

Professional development opportunities

Generous vacation policy

Job summary

WitnessAI is seeking a Technical Account Manager in Atlanta, GA, offering a hybrid work environment. In this role, you'll be crucial in ensuring customer success by guiding them in deploying and maximizing the use of our security platform.

Your responsibilities will include onboarding, technical support, customer advocacy, and account health monitoring. A Bachelor’s degree in Computer Science or related field and over 3 years of technical customer-facing experience are required.

Competitive salary, health benefits, and professional development opportunities are included.

Qualifications

• 3+ years of experience in a customer-facing technical role.
• Strong understanding of networking fundamentals: TCP/IP, DNS, VPN, firewalls.
• Excellent communication skills, explaining technical concepts to diverse audiences.

Responsibilities

• Guide new customers through deployment and configuration.
• Serve as a technical point of contact for advanced support issues.
• Build strong relationships and proactively improve customer experience.

Skills

Customer-facing technical role experience

Networking fundamentals

Communication skills

Experience in SaaS or cybersecurity

Education

Bachelor’s degree in Computer Science, Information Security, or related field

Tools

Firewalls (Palo Alto Networks, Cisco, etc.)

Proxies (Zscaler, Netskope, Fortinet)

Job description

Technical Account Manager

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.

Role Overview

As a Technical Account Manager with a strong background in network security, you’ll play a critical role in ensuring our customers are successful in deploying, integrating, and maximizing the value of our security platform. You’ll act as a trusted advisor, technical resource, and problem solver throughout the customer lifecycle—from onboarding to expansion.

Key Responsibilities

• Customer Onboarding & Integration: Guide new customers through deployment, configuration, and best practices tailored to their network security environments.
• Technical Support & Troubleshooting: Serve as a technical point of contact for advanced support issues, helping customers resolve complex network or security-related challenges.
• Customer Advocacy: Build strong relationships and understand customer goals, proactively identifying opportunities to improve their experience and adoption.
• Training & Enablement: Deliver product training sessions and create technical resources (e.g., guides, runbooks, videos) to empower customer teams.
• Feedback Loop: Collaborate closely with product and engineering teams to relay customer feedback, feature requests, and bug reports.
• Security Expertise: Act as a subject matter expert in networking and AI security concepts—firewalls, proxies, jailbreaks, unethical usage and data leakage.
• Account Health Monitoring: Track usage metrics and signals to identify risks and opportunities across your customer portfolio.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Security, or a related field (or equivalent experience).
• 3+ years of experience in a customer-facing technical role (Customer Success, Support, Pre-Sales, or Solutions Engineering).
• Strong understanding of networking fundamentals: TCP/IP, DNS, VPN, firewalls, IDS/IPS, Zero Trust, etc.
• Strong understanding of common enterprise technologies and architectures
• Hands‑on experience with firewalls and/or proxies (e.g., Palo Alto Networks, Cisco, Zscaler, Netskope, Fortinet).
• Excellent communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
• Experience working in fast‑paced SaaS or cybersecurity environments.
• Familiarity with SSO, authentication protocols (SAML, OAuth), and cloud security practices is a plus.

Preferred Qualifications

• Relevant security certifications
• Experience with supporting or working with cybersecurity teams.
• Prior experience supporting enterprise or global customers.
• Prior startup experience

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

$124,000 - $161,000 (The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.)