Technical Support Engineer

The role

You will oversee customer technical and product issues for AI security products. You will troubleshoot complex issues and provide technical guidance and mentorship to the TSE team.

What you will do

• Lead and mentor the technical support team.
• Serve as an escalation point for high-priority technical issues involving AI security products.
• Provide hands-on troubleshooting and root cause analysis for customer-reported issues.
• Collaborate with engineering, product development, and sales teams.
• Develop and maintain best practices, technical documentation, and troubleshooting guides.
• Implement and manage support processes to meet SLAs.
• Conduct regular training sessions for the support team.
• Engage directly with customers via email, phone, or remote sessions.
• Assist with the deployment and configuration of security products.
• Monitor, analyze, and report on support metrics.

Required qualifications

• 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.
• Experience with support ticketing systems and knowledge base management.

Nice to have

• Experience with scripting or automation tools (e.g., Python, Bash)
• Industry certifications such as CCNA, CISSP, or CEH

Benefits

• Hybrid work environment
• Competitive salary.
• Health, dental, and vision insurance.
• 401(k) plan.
• Opportunities for professional development and growth.
• Generous vacation policy.

About the company

Witness AI invented intent-based AI security. They provide visibility into how employees and systems use AI to stop jailbreaks, data exfiltration, and shadow AI.