Technical Support Engineer

About The Role

This 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. We’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.

What You’ll Do

• Own and resolve technically complex customer issues from initial report through root cause
• Debug issues using logs, scripting, and reproducible test cases
• 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

Who You Are

• Core Requirements: 3+ years in a Technical Support Engineering or similar hands-on technical role, strong troubleshooting skills across APIs, systems, and integrations, 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, experience investigating email delivery and notification issues, experience working with ticketing systems (Zendesk, Jira, or similar)
• Critical Skills: Exceptional attention to detail, clear, concise written communication (especially in high-pressure or ambiguous situations), ability to explain complex technical issues to both technical and non-technical audiences, strong ownership mindset that drives issues through to resolution without losing momentum, ability to prioritize effectively and operate in a fast-paced, evolving environment

Why HiddenLayer?

• We’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.
• Benefits: Fully Remote, Comprehensive Health & Wellness Benefits, Flexible Time Off, Commitment to Learning and Development, Diversity, Equity, and Inclusion