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HiddenLayer

Technical Support Engineer

Remote (Remote)midAdded 1 month ago

About this role

HiddenLayer seeks a Technical Support Engineer to provide deep technical troubleshooting for their AI security platform. You'll own complex customer issues end-to-end, working across APIs, logs, and infrastructure while collaborating with engineering and product teams to drive root cause resolution.

What you'll do

  • Own and resolve technically complex customer issues from initial report through root cause analysis
  • Troubleshoot across APIs, integrations, logs, and infrastructure to identify configuration, usage, or product defect issues
  • Reproduce issues, isolate variables, and escalate to engineering with clear debugging data and context
  • Translate technical findings into clear customer communications and improve internal documentation
  • Identify patterns across tickets to suggest product improvements and process enhancements
  • Partner with product and research teams to validate expected vs. actual system behavior

What they're looking for

  • Technical support engineering with 3+ years hands-on experience
  • Python proficiency for reading, debugging, and writing scripts
  • API and systems troubleshooting with logs and reproducible test cases
  • Cloud environment debugging (AWS, Azure, or GCP)
  • SSO/SAML authentication and integration troubleshooting
  • Docker, Kubernetes, and GitHub working knowledge
  • Exceptional written communication and attention to detail
  • Strong ownership mindset and ability to prioritize in fast-paced environments
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HiddenLayer

HiddenLayer builds an AI security platform designed to protect against threats to AI systems. The company is hiring for technical support roles that involve deep troubleshooting, customer issue resolution, and cross-functional collaboration with engineering and product teams.

Website
hiddenlayer.com
View all jobs at HiddenLayer

Likely interview questions

  • Walk us through a complex technical issue you've debugged end-to-end. How did you isolate the root cause, and how did you communicate your findings to both the engineering team and the customer?
  • Describe your experience troubleshooting authentication issues like SSO/SAML flows or API integrations. What tools or approaches do you use to diagnose configuration vs. product defects?
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