Technical Account Manager

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.)