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Technical Support Engineer

Witness AIRemoteGTM
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Salary
$84,500 - $100K USD
Job type
Contract
Work mode
Remote
Posted
16 Jun 2026
Status
Open · checked 7d ago

About this role

This remote Technical Support Engineer position at Witness AI involves managing customer technical issues and mentoring support staff for advanced AI security products. This role is well-suited for professionals with three to five years of experience who want to drive customer success in cutting-edge security technology.

Role Overview

Witness AI is hiring a hands-on Technical Support Engineer to oversee customer product issues ranging from simple to complex difficulties. Working directly with clients, the professional in this role ensures swift resolution by adhering to customer service level agreements. The position requires providing high-level technical guidance and mentorship to the support team while collaborating closely with cross-functional departments to optimize security solutions.

Key Responsibilities

Lead and mentor the technical support team by providing guidance on resolving difficult customer challenges.
Act as the escalation point for high-priority technical problems involving proxies, endpoints, HTTP protocols, DNS, firewalls, and VPNs.
Perform hands-on troubleshooting, root cause analysis, and issue resolution for clients.
Coordinate with engineering, product development, and sales teams to share customer feedback and drive product improvements.
Create and update technical documentation, troubleshooting guides, and operational best practices.
Manage support processes to guarantee service level agreements are consistently met.
Host training sessions to keep team members informed on emerging product features and security trends.
Communicate directly with customers via phone, email, or remote sessions to optimize security solutions.
Support the deployment and configuration of security products and deliver post-deployment assistance.
Track support metrics and identify operational improvements and training opportunities.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
Three to five years of professional background in technical support or engineering positions.
Extensive practical involvement with network security products such as firewalls, VPNs, IDS/IPS, and endpoint security solutions like CrowdStrike, SentinelOne, Palo Alto, Cisco, and Fortinet.
Solid understanding of networking protocols including HTTP1.1, HTTP2, TCP/IP, DNS, and DHCP, alongside experience with HAR files, packet captures, and tcpdump.
Demonstrated capability in diagnosing complex network security issues within real-world environments.
Excellent problem-solving abilities and strong customer service skills for explaining technical concepts clearly.

Nice to Have

Proficiency in scripting or automation tools such as Python or Bash.
Industry credentials including CCNA, CISSP, or CEH.
Background using support ticketing systems and knowledge base management platforms.

Skills and Tools

Network security tools like firewalls, VPNs, IDS/IPS, and endpoint protection platforms
Protocol analysis via packet captures, HARs, and tcpdump
Core protocols including HTTP, TCP/IP, DNS, and DHCP
Optional scripting capabilities in Python or Bash
Support ticketing and knowledge management systems

Salary and Benefits

Annual salary range between $84,500 and $100,000 (determined by location, qualifications, experience, and relevant skills)
Health, dental, and vision insurance coverage
Participation in a 401(k) plan
Access to professional development and growth opportunities
Generous vacation policy
Flexible hybrid work environment options

About the Company

Witness AI specializes in intent-based AI security solutions that capture prompts, responses, and agent activity to provide visibility into artificial intelligence usage. The organization enables security teams to monitor risk, investigate incidents, stop jailbreaks and data exfiltration, and enforce real-time guardrails.

How to Apply

Interested candidates should visit the official Witness AI careers page to submit their application for this opportunity.

Skills and tech stack

Python

Questions candidates ask

What is the salary range for the Technical Support Engineer role?

The annual salary ranges from $84,500 to $100,000, with the exact amount determined by the candidate's location, qualifications, experience, and relevant skills.

How many years of experience are required?

Applicants should have 3 to 5 years of experience in technical support or engineering roles.

Is this a remote position?

Yes, the job is listed as remote.

What security technologies will I work with?

You will work with network and endpoint security products such as firewalls, VPNs, IDS/IPS, and endpoint solutions like CrowdStrike, SentinelOne, Palo Alto, Cisco, and Fortinet.

What benefits are included?

Benefits include health, dental, and vision insurance, a 401(k) plan, professional development opportunities, and a generous vacation policy.

Ready to apply?

The application is on the official Witness AI careers page.

Apply on company site