RRemoteville

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WitnessAI logoWitnessAI

Technical Support Engineer

Skills
Computer ScienceAirline TicketingCustomer SuccessDomain Name SystemEthical HackingProxy ServerRoot Cause Analysis
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor’s degree in Computer Science Information Technology or 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
  • Strong knowledge of protocols such as HTTP1.1 HTTP2 TCP/IP DNS DHCP and tools like HARs packet captures and tcpdump
  • Proven experience troubleshooting complex network security issues in real-world customer environments
  • Exceptional problem-solving skills and ability to work under pressure in a fast-paced environment
  • Strong communication and customer service skills with ability to explain complex technical concepts to non-technical users
  • Experience with scripting or automation tools such as Python or Bash is a plus
  • Industry certifications such as CCNA CISSP or CEH are highly desirable
  • Experience with support ticketing systems and knowledge base management

Nice to have

  • Hands-on
  • Mentoring
  • Detail-oriented
  • Customer-focused
  • Collaborative
  • Analytical

Day to day

  • Oversee and resolve a wide range of customer technical and product issues with a hands-on approach.
  • Troubleshoot complex AI security problems across proxies endpoints HTTP and DNS while delivering clear root cause analysis.
  • Collaborate closely with engineering product and sales teams to improve customer outcomes and strengthen support processes.