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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** AAM, LLC. - **Location:** Atlanta, GA, United States (Remote available) - **Experience:** Starter - **Salary:** $87,360.0 - $108,160.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Bash Shell, Big Data, Cloud Computing, Complex Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Intrusion Detection Systems, Virtual Private Networks (VPN), Python (Programming Language), Network Security, Packet Analyzer, Salesforce.Com, TCP/IP, Tcpdump, Scripting, Break Fix, Firewalls (Computer Science), Information Technology, Palo Alto Networks, Fortinet, Api Gateway, SentinelOne Expertise, Cisco - **Published:** October 20, 2026 - **Apply:** https://www.builtincolorado.com/job/technical-support-engineer/9756628?handler=ApplyRedirect ## About the Role * 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. ## Description 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., * 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., Remote United States Entry level Entry level Information Technology * News + Entertainment Provides first-line technical support for AAM customers and partners across the United States, Latin America, and other territories. Responsibilities include customer communication, ticket ownership in Halo and JIRA, troubleshooting software, networks, hardware, and playback logs, remote issue resolution, escalation management, knowledge base development, ITIL-based problem and change management, customer data maintenance, and onboarding sites to cloud software products. Top Skills: Computer HardwareConfluenceFtpHaloItilJIRALinuxRemote Access ToolsSnmpTcp/IpWindows Kong Technical Support Yesterday Remote United States 130K-170K Annually Senior level 130K-170K Annually Senior level Artificial Intelligence * Cloud * Information Technology * Software * Big Data Analytics Leads complex enterprise technical support investigations across production and pre-production environments. Troubleshoots API Gateway, AI Gateway, cloud, authentication, and containerization issues; produces knowledge articles, executive summaries, and root-cause analyses. 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The role develops product expertise, interprets diagnostics and software alarms, contributes to technical documentation and process improvements, and occasionally travels for customer visits and training. Top Skills: 21 Cfr Part 11FlowvpxFs15Fs500GmpKmpiKrosflo Kr2IMavenMaverickNetworkingPatsmartRebelRebel XtRemote Support ToolsRs SystemsSalesforceSolovpeSolovpe PlusWindowsZipchip What you need to know about the Colorado Tech Scene With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation. 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