About the role
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.)