{"schemaVersion":"jobsearcher.job.v1","id":"a47e2421d1371a45e64c15fe","url":"https://jobsearcher.com/jobs/a47e2421d1371a45e64c15fe","canonicalUrl":"https://jobsearcher.com/jobs/a47e2421d1371a45e64c15fe","title":"Technical Support Engineer","description":"Technical Support Engineer\nRemote\nABOUT THE ROLE:\nThis is a unique opportunity to join HiddenLayer as an early member of the Technical Support Engineering team. As a Technical Support Engineer, you will provide hands-on technical support to customers using the HiddenLayer AISec Platform and products.\nWe’re looking for a highly technical, detail-oriented Support Engineer who thrives on solving complex problems and communicating clearly with both customers and internal teams. This role is responsible for deep technical troubleshooting, investigation, and resolution across the HiddenLayer platform.\nThe right candidate is comfortable operating with autonomy, taking initiative, and owning issues through resolution. As an early member of the team, you’ll help define how support operates at scale by improving processes, strengthening documentation, and acting as a critical bridge between customers, Engineering, Product, and Research.\nDigs until they understand why something is happening, not just how to work around it\nCommunicates clearly and precisely, especially under pressure\nTakes ownership of issues end-to-end\nNotices the small details others miss\nWHO WE ARE:\nHiddenLayer protects the world’s most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely.\nOur dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.\nWHAT YOU’LL DO:\nOwn and resolve technically complex customer issues from initial report through root cause\nTroubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)\nReproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects\nPartner closely with Engineering to escalate issues with clear, actionable context and debugging data\nWork with Product and Research to validate expected vs. actual system behavior\nTranslate technical findings into clear, concise updates for customers\nContribute to and improve internal runbooks, troubleshooting guides, and external documentation\nIdentify patterns across tickets and proactively suggest product or process improvements\nHelp maintain a customer-first culture through proactive communication and solution ownership\nWHAT SUCCESS LOOKS LIKE:\nCustomers consistently have a positive, reliable support experience - Even when things are complex or going wrong.\nYou resolve a high volume of technical issues with increasing autonomy (with minimal hand-holding)\nInternal teams trust your judgment and your ability to escalate effectively\nDocumentation and playbooks are stronger because of your contributions\nYou help reduce repeat issues by identifying root causes and patterns\nYou help build a culture of ownership, collaboration, and customer empathy\nWHO YOU ARE:\nCore Requirements\n3+ years in a Technical Support Engineering or similar hands-on technical role\nStrong troubleshooting skills across APIs, systems, and integrations\nExperience debugging issues using logs, scripting, and reproducible test cases\nProficiency in Python (reading, debugging, and writing scripts or small tools)\nWorking knowledge of developer and infrastructure tools such as GitHub, Docker, and Kubernetes\nExperience troubleshooting issues in cloud environments (AWS, Azure, or GCP)\nExperience debugging authentication and integration issues, including SSO/SAML flows (e.g., configuration errors, attribute mapping, login failures)\nExperience investigating email delivery and notification issues (logs, provider behavior, domain configuration)\nAbility to analyze application and system logs to identify root cause\nExperience working with ticketing systems (Zendesk, Jira, or similar)\nCritical Skills\nExceptional attention to detail\nClear, concise written communication (especially in high-pressure or ambiguous situations)\nAbility to explain complex technical issues to both technical and non-technical audiences\nStrong ownership mindset that drives issues through to resolution without losing momentum\nAbility to prioritize effectively and operate in a fast-paced, evolving environment\nNice to Have (Not Required)\nExperience with cybersecurity, MLOps, or AI/ML systems\nExposure to GenAI or model security concepts\nWHY HIDDENLAYER?\nWe’re moving at (what feels like) the speed of light. HiddenLayer is a venture-backed company and recently closed a $50M funding round led by M12, Microsoft’s Venture Fund, and Moore Strategic Ventures.\nAttracting and retaining the very best people is our #1 priority. That’s why we offer our team best-in-class benefits, including:\nFully 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.\nComprehensive 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.\nFlexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.\nCommitment 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.\nDiversity, 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.\nTo learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.\nHiddenLayer is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.","company":"Hiddenlayer","rawCompany":"hiddenlayer","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-04T16:44:38.260Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"Technical Support Engineer\nRemote\nABOUT THE ROLE:\nThis is a unique opportunity to join HiddenLayer as an early member of the Technical Support Engineering team. As a Technical Support Engineer, you will provide hands-on technical support to customers using the HiddenLayer AISec Platform and products.\nWe’re looking for a highly technical, detail-oriented Support Engineer who thrives on solving complex problems and communicating clearly with both customers and internal teams. This role is responsible for deep technical troubleshooting, investigation, and resolution across the HiddenLayer platform.\nThe right candidate is comfortable operating with autonomy, taking initiative, and owning issues through resolution. As an early member of the team, you’ll help define how support operates at scale by improving processes, strengthening documentation, and acting as a critical bridge between customers, Engineering, Product, and Research.\nDigs until they understand why something is happening, not just how to work around it\nCommunicates clearly and precisely, especially under pressure\nTakes ownership of issues end-to-end\nNotices the small details others miss\nWHO WE ARE:\nHiddenLayer protects the world’s most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely.\nOur dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.\nWHAT YOU’LL DO:\nOwn and resolve technically complex customer issues from initial report through root cause\nTroubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)\nReproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects\nPartner closely with Engineering to escalate issues with clear, actionable context and debugging data\nWork with Product and Research to validate expected vs. actual system behavior\nTranslate technical findings into clear, concise updates for customers\nContribute to and improve internal runbooks, troubleshooting guides, and external documentation\nIdentify patterns across tickets and proactively suggest product or process improvements\nHelp maintain a customer-first culture through proactive communication and solution ownership\nWHAT SUCCESS LOOKS LIKE:\nCustomers consistently have a positive, reliable support experience - Even when things are complex or going wrong.\nYou resolve a high volume of technical issues with increasing autonomy (with minimal hand-holding)\nInternal teams trust your judgment and your ability to escalate effectively\nDocumentation and playbooks are stronger because of your contributions\nYou help reduce repeat issues by identifying root causes and patterns\nYou help build a culture of ownership, collaboration, and customer empathy\nWHO YOU ARE:\nCore Requirements\n3+ years in a Technical Support Engineering or similar hands-on technical role\nStrong troubleshooting skills across APIs, systems, and integrations\nExperience debugging issues using logs, scripting, and reproducible test cases\nProficiency in Python (reading, debugging, and writing scripts or small tools)\nWorking knowledge of developer and infrastructure tools such as GitHub, Docker, and Kubernetes\nExperience troubleshooting issues in cloud environments (AWS, Azure, or GCP)\nExperience debugging authentication and integration issues, including SSO/SAML flows (e.g., configuration errors, attribute mapping, login failures)\nExperience investigating email delivery and notification issues (logs, provider behavior, domain configuration)\nAbility to analyze application and system logs to identify root cause\nExperience working with ticketing systems (Zendesk, Jira, or similar)\nCritical Skills\nExceptional attention to detail\nClear, concise written communication (especially in high-pressure or ambiguous situations)\nAbility to explain complex technical issues to both technical and non-technical audiences\nStrong ownership mindset that drives issues through to resolution without losing momentum\nAbility to prioritize effectively and operate in a fast-paced, evolving environment\nNice to Have (Not Required)\nExperience with cybersecurity, MLOps, or AI/ML systems\nExposure to GenAI or model security concepts\nWHY HIDDENLAYER?\nWe’re moving at (what feels like) the speed of light. HiddenLayer is a venture-backed company and recently closed a $50M funding round led by M12, Microsoft’s Venture Fund, and Moore Strategic Ventures.\nAttracting and retaining the very best people is our #1 priority. That’s why we offer our team best-in-class benefits, including:\nFully 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.\nComprehensive 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.\nFlexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.\nCommitment 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.\nDiversity, 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.\nTo learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.\nHiddenLayer is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.","datePosted":"2026-08-04T16:44:38.260Z","dateModified":"2026-08-04T16:44:38.260Z","hiringOrganization":{"@type":"Organization","name":"Hiddenlayer","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a47e2421d1371a45e64c15fe"},"url":"https://jobsearcher.com/jobs/a47e2421d1371a45e64c15fe"}}