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

Information Technology

11-50 (45)

Founded 2022

$88M raised

13 open positions

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Technical Support Engineer

4 weeks, 1 day ago

Anywhere

Full-time

Mid Level

Customer and Technical Support

AWS Azure Cybersecurity Docker GCP Generative AI GitHub JIRA Kubernetes MLOps Python SAML

Apply Now

HiddenLayer

IT Services

11-50

Founded 2022

$88M raised

View All Jobs 13

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

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