Technical Support Engineer

HiddenLayer • HI

93d

About The Position

If you appreciate the opportunity to learn, empower yourself, and grow into new and exciting areas, we are looking for you. This role is a unique opportunity to join HiddenLayer as a member of the Customer Success (Technical) team. As a Technical Support Engineer, you will be the first line of contact for customers using the HiddenLayer AISec Platform. We’re looking for a self-starter who is energized by building, improving, and scaling support processes. The right candidate will be comfortable operating with autonomy, taking initiative to solve problems, and contributing to a culture of continuous improvement. You’ll have a direct impact on shaping how we deliver exceptional technical support as the company grows.

Requirements

• 3+ years of experience in a Support Engineering role, working with global enterprise customers
• Familiarity with developer and infrastructure tools such as GitHub, Docker, and Kubernetes
• Proficiency with support platforms like Zendesk and Jira
• Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools)
• Background in Cybersecurity, MLOps, or Data Science is preferred
• Understanding of GenAI security is a plus
• Experience with cloud platforms such as Azure, AWS, or GCP is a plus

Nice To Haves

• Background in Cybersecurity, MLOps, or Data Science
• Understanding of GenAI security
• Experience with cloud platforms such as Azure, AWS, or GCP

Responsibilities

• Provide responsive, high-quality technical support to customers throughout their lifecycle
• Troubleshoot, investigate, and resolve product issues; escalate with clear context when needed
• Collaborate with Engineering on bug fixes, edge cases, and expected behavior
• Partner with Product to provide customer-driven feedback on new features, usability, and roadmap priorities
• Work closely with Research to validate detection efficacy and communicate customer findings related to model performance
• Contribute to internal and external knowledge bases, improving support scalability and customer enablement
• Collaborate with the AI Architect and Account Director/Customer Success Manager during onboarding to provide technical support and ensure a smooth setup experience for customers
• Continuously improve support workflows, tools, and documentation
• Help maintain a customer-first culture through proactive communication and solution ownership

Benefits

• Fully Remote: We are a completely remote global team with a generous stipend for home office setup, annual upgrades, and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Five healthcare options, fully subsidized by HiddenLayer, including vision, dental, and 401k offerings.
• Flexible Time Off: Unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: Dedicated L&D fund for training, conferences, certifications, and industry events.
• Diversity, Equity, and Inclusion: Commitment to building a diverse team and providing a workplace free of discrimination or harassment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees