Technical Support Engineer

Job Description

Job Description

Technical Support Engineer

Remote

ABOUT THE ROLE:

This is a unique opportunity to join HiddenLayer as an early member of the Technical Support Engineering team. As a Technical Support Engineer, you will provide hands-on technical support to customers using the HiddenLayer AISec Platform and products.

We're looking for a highly technical, detail-oriented Support Engineer who thrives on solving complex problems and communicating clearly with both customers and internal teams. This role is responsible for deep technical troubleshooting, investigation, and resolution across the HiddenLayer platform.

The right candidate is comfortable operating with autonomy, taking initiative, and owning issues through resolution. As an early member of the team, you'll help define how support operates at scale by improving processes, strengthening documentation, and acting as a critical bridge between customers, Engineering, Product, and Research.

• Digs until they understand why something is happening, not just how to work around it
• Communicates clearly and precisely, especially under pressure
• Takes ownership of issues end-to-end
• Notices the small details others miss

WHO WE ARE:

HiddenLayer protects the world's most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely.

Our dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.

WHAT YOU'LL DO:

• Own and resolve technically complex customer issues from initial report through root cause
• Troubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)
• Reproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects
• Partner closely with Engineering to escalate issues with clear, actionable context and debugging data
• Work with Product and Research to validate expected vs. actual system behavior
• Translate technical findings into clear, concise updates for customers
• Contribute to and improve internal runbooks, troubleshooting guides, and external documentation
• Identify patterns across tickets and proactively suggest product or process improvements
• Help maintain a customer-first culture through proactive communication and solution ownership

WHAT SUCCESS LOOKS LIKE:

• Customers consistently have a positive, reliable support experience - Even when things are complex or going wrong.
• You resolve a high volume of technical issues with increasing autonomy (with minimal hand-holding)
• Internal teams trust your judgment and your ability to escalate effectively
• Documentation and playbooks are stronger because of your contributions
• You help reduce repeat issues by identifying root causes and patterns
• You help build a culture of ownership, collaboration, and customer empathy

WHO YOU ARE:

Core Requirements

• 3+ years in a Technical Support Engineering or similar hands-on technical role
• Strong troubleshooting skills across APIs, systems, and integrations
• Experience debugging issues using logs, scripting, and reproducible test cases
• Proficiency in Python (reading, debugging, and writing scripts or small tools)
• Working knowledge of developer and infrastructure tools such as GitHub, Docker, and Kubernetes
• Experience troubleshooting issues in cloud environments (AWS, Azure, or GCP)
• Experience debugging authentication and integration issues, including SSO/SAML flows (e.g., configuration errors, attribute mapping, login failures)
• Experience investigating email delivery and notification issues (logs, provider behavior, domain configuration)
• Ability to analyze application and system logs to identify root cause
• Experience working with ticketing systems (Zendesk, Jira, or similar)

Critical Skills

• Exceptional attention to detail
• Clear, concise written communication (especially in high-pressure or ambiguous situations)
• Ability to explain complex technical issues to both technical and non-technical audiences
• Strong ownership mindset that drives issues through to resolution without losing momentum
• Ability to prioritize effectively and operate in a fast-paced, evolving environment

Nice to Have (Not Required)

• • Experience with cybersecurity, MLOps, or AI/ML systems
  • Exposure to GenAI or model security concepts

WHY HIDDENLAYER?

We're moving at (what feels like) the speed of light. HiddenLayer is a venture-backed company and recently closed a $50M funding round led by M12, Microsoft's Venture Fund, and Moore Strategic Ventures.

Attracting and retaining the very best people is our #1 priority. That's why we offer our team best-in-class benefits, including:

• Fully Remote: We are a completely remote global team. Though we're distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person's needs. We also offer vision, dental, and 401k offerings.
• Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
• Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.

To learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.

HiddenLayer is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.