Technical Support Engineer

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