Technical Support Engineer

Job not on LinkedIn

September 22

🌺 Hawaii – Remote

Although this job is listed in Hawaii, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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HiddenLayer

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Artificial Intelligence • Cybersecurity • Fintech

HiddenLayer is the first dedicated security platform for artificial intelligence, designed to protect AI models from adversarial attacks that can threaten business advantages. Partnered with Microsoft Azure, HiddenLayer provides a suite of solutions including AI detection and response, security scanning, and automated reporting to safeguard machine learning algorithms without needing access to the underlying data. Founded by professionals with extensive backgrounds in AI and security, HiddenLayer aims to provide a straightforward and effective way for enterprises to secure their AI assets.

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

🔒 Cybersecurity

💳 Fintech

📋 Description

• 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 AI Architect and Account Director/Customer Success Manager during onboarding to provide technical support and ensure a smooth setup experience • Continuously improve support workflows, tools, and documentation • Maintain a customer-first culture through proactive communication and solution ownership

🎯 Requirements

• Grace under pressure; composure and sound judgment • Proactive decision-maker and self-starter • Confident collaborating and asking for help when needed • Excellent communicator with proven ability to de-escalate challenging situations • 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 preferred • Understanding of GenAI security is a plus • Experience with cloud platforms such as Azure, AWS, or GCP is a plus

🏖️ Benefits

• Fully Remote: We are a completely remote global team. We offer a generous stipend for your home office setup, annual upgrades, and a monthly stipend for internet/phone expenses. • Comprehensive Health & Wellness Benefits: Five options to choose from, of which are fully subsidized by HiddenLayer; vision, dental, and 401k offerings. • Flexible Time Off: Unlimited and flexible time off for all salaried employees, plus 15 paid company holidays. • Commitment to Learning and Development: Dedicated L&D fund for training, conferences, certifications and industry events. • Diversity, Equity, and Inclusion: Equal opportunity employer committed to building a diverse team.