• Lead and manage software deployments, implementations, training, technical writing and other software product support functions • Plan, analyze, schedule and implement PMRT software products for diverse government environments • Analyze usage of PMRT software products for existing customers to ensure maximum relevant utilization • Develop and maintain training plans for all PMRT software products • Structure formal on-site and virtual customer training sessions for specific role certifications • Conduct on-line training covering new user basics as well as more complex and in-depth functions • Maintain PMRT on-line help files with new functions as well as changes to existing functions • Manage the PMRT help desk by providing immediate telephone and email assistance to users • Liaise with the software development team to record anomalies and correct reported outages • Maintain continuous awareness of PMRT software design, development, and release activities to ensure all training, documentation, and support products are accurate, complete, and aligned with current system functionality

• Provide frontline technical support for desktops, laptops, peripherals, printers, mobile devices, user accounts, and access issues. • Troubleshoot Windows, Microsoft 365, Azure AD, and basic network or server-related issues. • Log, update, and resolve tickets with clear notes and sensible urgency. • Support authentication, authorisation, and password reset issues with a steady hand. • Document fixes and troubleshooting steps so the next person does not have to rediscover the same headache. • Escalate complex issues to senior support or engineering with proper context and detail. • Support US-based employees and systems during US business hours, on a graveyard shift in Manila. • Keep communication clear, calm, and human, even when the problem is doing its best impression of a small disaster.

Job Title: Technical Support Engineer (AI Security Products) Location: Remote Department: GTM Employment Type Contract Location Type Remote Job Description: 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.)

• Manage and resolve client issues through Intercom and Microsoft Dynamics • Communicate complex technical concepts clearly to build client confidence • Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations • Tag and label “How-do-I” tickets to train Intercom AI • Develop and maintain a knowledge base of reusable responses