Technical Support Engineer

🕒 May 11

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HiddenLayer

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

🔒 Cybersecurity

💳 Fintech

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.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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.