Job Details

Overview

If you appreciate the opportunity to learn, empower yourself, and grow into new and exciting areas, we are looking for you. This role is a unique opportunity to join HiddenLayer as a member of the Customer Success (Technical) team. As a Technical Support Engineer, you will be the first line of contact for customers using the HiddenLayer AISec Platform. We're looking for a self-starter who is energized by building, improving, and scaling support processes. The right candidate will be comfortable operating with autonomy, taking initiative to solve problems, and contributing to a culture of continuous improvement. You'll have a direct impact on shaping how we deliver exceptional technical support as the company grows.

What you'll do

• Provide responsive, high-quality technical support to customers throughout their lifecycle
• Troubleshoot, investigate, and resolve product issues; escalate with clear context when needed
• Collaborate with Engineering on bug fixes, edge cases, and expected behavior
• Partner with Product to provide customer-driven feedback on new features, usability, and roadmap priorities
• Work closely with Research to validate detection efficacy and communicate customer findings related to model performance
• Contribute to internal and external knowledge bases, improving support scalability and customer enablement
• Collaborate with the AI Architect and Account Director/Customer Success Manager during onboarding to provide technical support and ensure a smooth setup experience for customers
• Help maintain a customer-first culture through proactive communication and solution ownership

What success looks like

• Customers consistently have a positive, reliable support experience
• You resolve a high volume of technical issues with increasing autonomy
• Internal teams trust your judgment and your ability to escalate effectively

Who you are

• Proactive decision-maker who's not afraid to take ownership
• Confident asking for help and collaborating when needed
• Excellent communicator with a proven ability to de-escalate challenging situations
• 3+ years of experience in a Support Engineering role, working with global enterprise customers
• Familiarity with developer and infrastructure tools such as GitHub, Docker, and Kubernetes
• Proficiency with support platforms like Zendesk and Jira
• Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools)
• Experience with cloud platforms such as Azure, AWS, or GCP is a plus

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.

Attracting and retaining the very best people is our #1 priority. That's why we offer our team best-in-class benefits, including:

• Fully Remote: We are a completely remote global team. We are distributed, and we get the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
• Comprehensive Health & Wellness Benefits: We offer vision, dental, and 401k offerings, with several fully subsidized health plan options to fit different needs.
• Flexible Time Off: Unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
• Commitment to Learning and Development: A dedicated L&D fund for training, conferences, certifications, and industry events.
• Diversity, Equity, and Inclusion: We are committed to building a diverse team and are an equal opportunity employer.

HiddenLayer is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.