Technical Support Engineer

Responsibilities

• Own and resolve technically complex customer issues from initial report through root cause
• Troubleshoot across APIs, integrations, logs, and infrastructure
• Reproduce issues, isolate variables, and identify product defects
• Partner with Engineering to escalate issues with actionable debugging data
• Work with Product and Research to validate system behavior
• Translate technical findings into clear updates for customers
• Contribute to internal runbooks and external documentation
• Identify patterns across tickets to suggest product improvements

Requirements

• 3+ years in Technical Support Engineering or a similar hands-on technical role
• Strong troubleshooting skills across APIs, systems, and integrations
• Experience debugging using logs, scripting, and reproducible test cases
• Proficiency in Python (reading, debugging, and writing scripts)
• Working knowledge of GitHub, Docker, and Kubernetes
• Experience troubleshooting in cloud environments (AWS, Azure, or GCP)
• Experience debugging authentication and integration issues (SSO/SAML)
• Experience investigating email delivery and notification issues
• Ability to analyze application and system logs
• Experience with ticketing systems like Zendesk or Jira

Preferred Qualifications

• Experience with cybersecurity, MLOps, or AI/ML systems
• Exposure to GenAI or model security concepts

Benefits

• Fully Remote global team with home office and internet stipends
• Comprehensive, fully subsidized health, vision, dental, and 401k options
• Unlimited and flexible time off plus 15 paid holidays
• Dedicated L&D fund for training, conferences, and certifications

About the Company

HiddenLayer protects the world’s most valuable technologies from adversarial AI attacks. Founded by AI professionals and security specialists, the company provides a unique, patent-pending solution to support organizations in accelerating their adoption of AI securely.