Technical Support Engineer

🕒 Maio 11

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HiddenLayer

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2022

🤖 Inteligência Artificial

🔒 Cibersegurança

💳 Fintech

Artificial Intelligence • Cybersecurity • Fintech

HiddenLayer é a primeira plataforma de segurança dedicada à inteligência artificial, projetada para proteger modelos de IA contra ataques adversariais que podem ameaçar vantagens competitivas. Em parceria com a Microsoft Azure, a HiddenLayer oferece um conjunto de soluções que inclui detecção e resposta para IA, varredura de segurança e relatórios automatizados para proteger algoritmos de aprendizado de máquina sem precisar de acesso aos dados subjacentes. Fundada por profissionais com ampla experiência em IA e segurança, a HiddenLayer tem como objetivo fornecer uma forma direta e eficaz para que as empresas protejam seus ativos de IA.

Descrição

• 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

🎯 Requisitos

• 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)

🏖️ Benefícios

• 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.