---
title: 'Technical Support Engineer at Witness AI'
canonical: 'https://feeny.ai/job/technical-support-engineer-witness-ai-remote-ftwwvtw4ca3z'
type: 'job'
last_seen: '2026-09-06'
---

# Technical Support Engineer at Witness AI

- **Company:** Witness AI
- **Location:** Remote
- **Employment:** contract
- **Work type:** remote
- **Posted:** 2026-06-16
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/witnessai/434ec843-f75e-4cf1-9d67-8a774c8f197b

## Job description

Job Title: Technical Support Engineer (AI Security Products)

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.

Job Description: As a Hands-On Technical Support Engineer for WitnessAI customers, you will be responsible for overseeing the pool of customer technical/product issues ranging from easy to complex difficulty while directly engaging with them to troubleshoot and provide resolution by following customer SLAs. You’ll provide high-level technical guidance and mentorship to the TSE team, while ensuring efficient resolution of customer problems related to AI security products. This is a hands-on role that requires a deep understanding of network, endpoint and proxy security technologies, troubleshooting complex issues, and working closely with cross-functional teams to drive customer success.

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.
- Implement and manage support processes, ensuring SLAs are met and customer satisfaction remains high.
- Conduct regular training sessions to keep the support team up-to-date on the latest product features and network security trends.
- Engage directly with customers via email, phone, or remote sessions to resolve technical issues and ensure their security solutions are fully optimized.
- Assist with the deployment and configuration of security products, providing post-deployment technical assistance.
- Monitor, analyze, and report on support metrics, identifying opportunities for process improvements and training needs.
- Stay updated on the latest cybersecurity trends, threats, and technologies to provide expert-level support and guidance.

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 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, with the ability to explain complex technical concepts to non-technical users.
- Experience with scripting or automation tools (e.g., Python, Bash) is a plus.
- Industry certifications such as CCNA, CISSP, or CEH are highly desirable.
- Experience with support ticketing systems and knowledge base management.

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:

$84,500 - $100,000 (The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.)

## About Witness AI

## Company Overview
- **One-liner**: WitnessAI provides a unified AI security and governance platform that helps enterprises observe, control, and protect all AI activity across employees, models, applications, and agents.
- **Entity Type**: Private (Venture-backed)
- **Headquarters**: Mountain View, California, United States
- **Founded**: 2023
- **Founders**: Rick Caccia (CEO), Jordan Blake (former CTO, left Apr 2026), Gil Spencer (former CTO, left Mar 2026), Roger Thornton (Co-Founder & Board Member)

## Core Business
- **Primary industry**: AI Security & Governance / Data Security Software Products
- **Target customers**: Enterprise IT security leaders, large organizations deploying AI across workforces (B2B, Enterprise)
- **Mission**: To make AI safe for the enterprise — enabling innovation without sacrificing security or control.

## Products & Services
- **WitnessAI Platform**: A unified, AI-native platform providing visibility, control, and runtime security for all AI interactions. Key capabilities include:
    - **Observe**: Shadow AI discovery, real-time inventory of AI apps, agents, and MCP servers; classify interactions by type and intent.
    - **Control**: Intelligent prompt routing, role/department-based policies, granular audit trails, real-time data redaction for compliance (PCI DSS 4.0.1), and enforcement across employees and AI agents.
    - **Protect**: Runtime security against prompt injections, jailbreaks, and data exfiltration; bidirectional content guardrails; automated AI red-teaming; protection for customer-facing AI interactions.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: **Total Funding**: $85.5M (across 3 rounds)
    - Venture Round (Jan 2026): $58.0M (5 investors)
    - Series A (May 2024): $27.5M (led by Google Ventures, Ballistic Ventures)
    - Non-Equity Assistance (Mar 2025): AWS & Crowdstrike Cybersecurity Accelerator
- **Notable Investors/Partners**: Google Ventures, Ballistic Ventures, Sound Ventures, Forgepoint Capital, Fin Capital, Qualcomm Ventures, Samsung Ventures, AWS, CrowdStrike
- **Growth Signals**: 
    - Headcount grew **92.5% YoY** (76 employees as of mid-2026)
    - Operates in 5 countries (US, India, Egypt, UK, Japan)
    - LinkedIn followers: 7,454 (up 138.3% YoY)
    - Recent integrations with F5 BIG-IP, support for Microsoft Copilot governance
    - Appointed retired U.S. Army General Paul M. Nakasone to the Board of Directors (Dec 2024)

## Competitive Advantages
- **AI-native architecture**: Built from the ground up for the AI era, not retrofitted on legacy security stacks — designed to evolve across ML, GenAI, and agentic AI.
- **Single-tenant, data-sovereign design**: Meets strict enterprise compliance needs (PCI DSS, data sovereignty) with granular audit trails and real-time data masking.
- **Agent-ready**: Governs both human employees and AI agents, tracing every agent action to a human identity, enforcing control over MCP servers and tools.
- **Network-level visibility + lightweight API deployment**: Offers deep visibility without heavy agent installation.
- **Strong leadership pedigree**: CEO Rick Caccia (Palo Alto Networks, Google, Symantec, ArcSight, Exabeam); team includes veterans from Palo Alto Networks (6), Zscaler (2), SentinelOne, Microsoft.

## Strategic Focus
- **Scale enterprise adoption**: Expanding platform capabilities to cover the full spectrum of AI usage (employees, agents, customer-facing apps).
- **Deepen compliance & regulatory readiness**: Meeting global regulations (PCI DSS, GDPR, etc.) and enabling safe AI usage in regulated industries.
- **Agentic AI governance**: Leading the shift to secure AI agents and autonomous workflows, with runtime controls for agent actions.
- **Global expansion**: Building presence in EMEA and APAC (UK, Japan) to serve multinational enterprises.

## Why Work Here
- **Remote-first, office-ready**: Work from anywhere in the U.S. with a home office stipend; Bay Area office available with weekly lunches and stocked kitchen.
- **Flexible PTO**: Take the time you need.
- **Comprehensive benefits**: Medical, dental, vision (HSA/FSA options), life & disability insurance, 401(k) with pre-tax/Roth options.
- **Culture**: Described as a mix of top-tier security talent (Palo Alto Networks, Zscaler, Exabeam alumni) building something foundational. Emphasis on "making AI safe for the enterprise" — a mission-driven environment.
- **Growth stage**: 76 employees with 92.5% YoY growth — early enough for impact, established enough with $85.5M funding for stability.
- **Engineering focus**: Strong technical team (26% of staff in technical roles), building a platform that spans security, AI, and data governance.

## Sources
1. [witness.ai](https://witness.ai/)
2. [witness.ai/about-us](https://witness.ai/about-us/)
3. [witness.ai/careers](https://witness.ai/careers/)
4. [jobs.ashbyhq.com/witnessai](https://jobs.ashbyhq.com/witnessai)
5. [linkedin.com/company/witnessai](https://www.linkedin.com/company/witnessai)

## Other roles at Witness AI

- [Machine Learning Engineer](https://feeny.ai/job/machine-learning-engineer-witness-ai-bay-area-p29j1tnrbe34) — Bay Area
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-witness-ai-atlanta-mdpqcj47jj6m) — Atlanta, GA
- [Sr. Sales Engineer - Southeast](https://feeny.ai/job/sr-sales-engineer-southeast-witness-ai-remote-rz3dphtb4708)
- [Sr. Sales Engineer - Japan](https://feeny.ai/job/sr-sales-engineer-japan-witness-ai-remote-yzsah6a103a3)
- [Technical Account Manager](https://feeny.ai/job/technical-account-manager-witness-ai-remote-554hvh6pjke9)
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-lumana-caesarea-n0fn44ejewgr) — Caesarea, Israel
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-plaid-london-s5wrw6d3fjzf) — London, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-opswat-london-england-a9tv44kb48h9) — London England, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-adyen-sao-paulo-f08rt6gxgy4h) — São Paulo, Brazil
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-alten-technology-usa-greensboro-ttfsd5bvy8ad) — Greensboro, NC