HiddenLayer

HiddenLayer

HiddenLayer offers a noninvasive AI security solution to protect enterprises' machine learning models, ensuring the safeguarding of critical products without adding complexity or requiring access to raw data.

IT Services
11-50
Founded 2022
$88M raised

Description

  • Own and resolve technically complex customer issues from initial report through root cause analysis.
  • Troubleshoot across APIs, integrations, logs, infrastructure, and other non-UI layers of the platform.
  • Reproduce issues, isolate variables, and determine whether problems are caused by configuration, usage, or product defects.
  • Partner with Engineering to escalate issues with clear debugging context and actionable findings.
  • Work with Product and Research to validate expected versus actual system behavior.
  • Translate technical findings into clear, concise customer updates.
  • Improve internal runbooks, troubleshooting guides, and external documentation.
  • Identify patterns across tickets and suggest product or process improvements.
  • Help maintain a customer-first culture through proactive communication and end-to-end issue ownership.

Requirements

  • 3+ years of experience in Technical Support Engineering or a 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 for 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 such as AWS, Azure, or GCP.
  • Experience debugging authentication and integration issues, including SSO/SAML flows.
  • Experience investigating email delivery and notification issues, including logs, provider behavior, and domain configuration.
  • Experience working with ticketing systems such as Zendesk or Jira.
  • Experience with cybersecurity, MLOps, or AI/ML systems is preferred.
  • Exposure to GenAI or model security concepts is preferred.

Benefits

  • Fully remote global team with periodic in-person gatherings.
  • Generous home office stipend, annual equipment upgrades, and monthly internet/phone stipend.
  • Comprehensive health and wellness benefits, including fully subsidized plan options.
  • Vision, dental, and 401(k) offerings.
  • Unlimited and flexible time off for salaried employees, plus 15 paid company holidays.
  • Dedicated learning and development fund for training, conferences, certifications, and industry events.
  • Equal opportunity employer with a stated commitment to diversity, equity, and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Senior Technical Support Speciallist

airSlate 251-1K Professional Services

airSlate is seeking a Senior Technical Support Specialist to support enterprise customers of its SignNow SaaS e-signature platform by resolving complex technical cases and coordinating effective escalations.

CRM
6 hours, 30 minutes ago

L3 Engineer – Microsoft Cloud, SaaS & Security

Dijital Team 11-50 Internet Software & Services

The client is seeking an L3 Engineer – Microsoft Cloud, SaaS & Security to provide senior technical support, resolve complex escalations, and improve the reliability and security of small and mid-sized organisations’ technology environments.

Cybersecurity DNS
6 hours, 44 minutes ago

Service Desk Analyst II

RedHelm 201-500 information technology & services

RedHelm is seeking a Service Desk Analyst II to provide advanced technical support, resolve escalated client issues, and improve service delivery within its managed cybersecurity and IT services environment.

Active Directory Cybersecurity macOS TCP/IP Windows Server
7 hours ago

Sr Desktop Support Analyst

Backblaze 251-1K IT Services

Backblaze is seeking a Senior Desktop Support Analyst to provide advanced end-user, endpoint, identity, SaaS, security, and AI enablement support for a distributed workforce.

Bash DHCP DNS Encryption macOS OpenID Connect PowerShell Python SAML TCP/IP
7 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers