Technical Support Engineer Hidden Layer

ABOUT THE ROLE

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 Hidden Layer 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 Hidden Layer 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.

Hidden Layer protects the world’s most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first‑hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent‑pending, productized solution to support organizations in accelerating their adoption of AI securely.

Our dedication to innovation has been recognized by prestigious awards such as RSA’s Innovation Sandbox Winner, CB Insights AI 100, Cyber Tech 100, and SC’s Most Promising Early‑Stage Start‑up.

• Provide responsive, high‑quality technical support to customers throughout their lifecycle
• Troubleshoot, investigate, and resolve product issues; elevate 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
• Continuously improve support workflows, tools, and documentation
• Help maintain a customer‑first culture through proactive communication and solution ownership

• 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 effectively identify when to tie into Escalation or Resolution processes
• Documentation and playbooks are strengthened because of your contributions
• You help build a culture of ownership, collaboration, and customer empathy

• Grace under pressure – we can teach the tech, but composure and sound judgment are essential
• 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 Git Hub, Docker, and Kubernetes
• Proficiency with support platforms like Zendesk and Jira
• Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools)
• Background in Cybersecurity, MLOps, or Data Science is preferred
• Understanding of GenAI security is a plus
• Experience with cloud platforms such as Azure, AWS, or GCP is a plus

We’re moving at (what feels like) the speed of light. Hidden Layer is a venture‑backed company and recently closed a $50M funding round led by M12, Microsoft’s Venture Fund, and Moore Strategic Ventures.

• Fully Remote:
  We are a completely remote global team. Though we’re distributed, we are intentional about getting 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:
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