Technical Account Manager
At a glance
Manager-level Account Management role at Witness AI. Remote, United States · full-time · $124,000–$161,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Guide customers through setup and configuration, adapting deployment steps to their network security environments
- Take point on difficult technical cases and help customers resolve complex network and security problems
- Build customer relationships, learn their goals, and spot ways to improve product use and adoption
- Train customer teams and create practical resources such as guides, runbooks and videos
- Share customer feedback, feature requests and bug reports with product and engineering teams
What you bring
- At least three years in a customer-facing technical job, such as customer success, support, pre-sales or solutions engineering
- A computer science or information security degree, or equivalent experience
- Solid networking knowledge, including TCP/IP, DNS, VPNs, firewalls and related security concepts
- Practical experience using firewalls or proxy tools, such as Palo Alto Networks, Cisco or another listed platform
Who this fits
You’ll suit a customer-facing technical role that combines deployment guidance, advanced troubleshooting, training and account health monitoring. The posting describes a hybrid schedule in Atlanta, with two days each week on-site.
From the employer
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.)
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