[Hiring] Technical Support Engineer @HiddenLayer

Role Description

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.

• Digs until they understand why something is happening, not just how to work around it
• Communicates clearly and precisely, especially under pressure
• Takes ownership of issues end-to-end
• Notices the small details others miss

Qualifications

• 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)

Requirements

• 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

Benefits

• Fully Remote: We are a completely remote global team with a generous stipend for your home office setup, annual upgrades, and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: Better than your average startup healthcare benefits with five options, vision, dental, and 401k offerings.
• Flexible Time Off: Unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: Support for personal growth and education through a dedicated L&D fund for training, conferences, certifications, and industry events.
• Diversity, Equity, and Inclusion: Commitment to building a diverse team and providing a workplace free of discrimination or harassment.