Technical Support Engineer

WitnessAI
Atlanta
Workplace: HybridContractUSD 84,500 - 100,000 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Leadership","Problem-solving"]

Hands-on technical support engineer for AI security products, leading a team to troubleshoot complex network security issues, mentor peers, and collaborate with engineering and sales to improve products while maintaining SLAs and ensuring superior customer success in a hybrid Atlanta environment.

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FursaFursa
WitnessAI
WitnessAI
2 months ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Hands-on technical support engineer for AI security products, leading a team to troubleshoot complex network security issues, mentor peers, and collaborate with engineering and sales to improve products while maintaining SLAs and ensuring superior customer success in a hybrid Atlanta environment.
Location: Atlanta
Workplace: Hybrid
Employment Type: Contract
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Lead and mentor the technical support team, providing guidance on troubleshooting and resolving complex customer issues.
  • •Serve as an escalation or direct point for high-priority and advanced technical issues involving AI security products (e.g., proxies, end points, HTTP1.1/HTTP2, DNS, firewalls, IDS/IPS, VPNs, etc.).
  • •Provide hands-on troubleshooting, root cause analysis, and resolution for customer-reported issues, ensuring high-quality support.
  • •Collaborate with engineering, product development, and sales teams to communicate customer feedback and ensure continuous product improvement.
  • •Develop and maintain best practices, technical documentation, and troubleshooting guides to improve team efficiency.

Pay and Benefits

Salary: USD 84,500 - 100,000 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •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 protocols (HTTP1.1, HTTP2, TCP/IP, DNS, DHCP, etc.), HARs, packet captures, tcpdump, and security best practices.
  • •Experience with scripting or automation tools (e.g., Python, Bash) is a plus.
Experience:3-5 yearsCybersecurityNetwork securitySecurity operations
Education:Bachelor's
Skills:CommunicationLeadershipProblem-solving
Certifications:CCNACISSPCEH
Languages:English
Tech Stack:HTTPHTTP1.1HTTP2TCP/IPDNSDHCPFirewallsVPNsIDSIPSCrowdStrikeSentinelOnePalo AltoCiscoFortinetPythonBash

Company Brief

WitnessAI
Builds AI-driven solutions to analyze video and sensor data for automated incident detection, evidence capture, and investigation workflows to support security and operations teams.
Industry: Surveillance & Security Hardware
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