Technical Account Manager

WitnessAI, Inc.; 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

Opportunities for professional growth

Generous vacation policy

Job summary

Witness AI, Inc. seeks a Technical Account Manager in Atlanta, GA for a hybrid role (2 days/week in office). You will guide customers through deployment, configuration, and maximizing value of the security platform, acting as a trusted advisor and technical resource throughout the lifecycle.

You will lead onboarding, provide advanced support, train customer teams, and relay feedback to product/engineering to ensure successful adoption and expansion within customers.

Qualifications

• Bachelor's degree in Computer Science, Information Security, or a related field (or equivalent experience).
• 3+ years 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 enterprise technologies and architectures.
• Hands-on experience with firewalls and/or proxies (e.g., Palo Alto, Cisco, Zscaler, Netskope, Fortinet).
• Excellent communication skills, able to explain technical concepts to both technical and non-technical audiences.
• Experience in fast-paced SaaS or cybersecurity environments.
• Familiarity with SSO, authentication protocols (SAML, OAuth), and cloud security practices is a plus.

Responsibilities

• Guide new customers through deployment, configuration, and best practices tailored to their network security environments.
• Serve as a technical point of contact for advanced support issues, helping customers resolve complex network or security challenges.
• Build strong relationships and proactively identify opportunities to improve customer experience and adoption.
• Deliver product training sessions and create technical resources (guides, runbooks, videos) to empower customer teams.
• Collaborate with product and engineering to relay customer feedback, feature requests, and bug reports.
• Act as a subject matter expert in networking and AI security concepts—firewalls, proxies, jailbreaks, data leakage.
• Track usage metrics and signals to identify risks and opportunities across customer portfolio.

Skills

Customer-facing experience

Networking fundamentals

Firewalls/Proxies

Communication

SaaS/Cybersecurity experience

SSO/OAuth/SAML knowledge

Startup experience

Enterprise/global customers experience

Education

Bachelor's degree in Computer Science or Information Security

Job description

Title: Technical Account Manager

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.

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.)