Technical Support Engineer

HiddenLayer

Technical Support Engineer providing technical support to customers using HiddenLayer AISec Platform. Responsible for troubleshooting, investigation, and resolution across the HiddenLayer platform.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSAzureCloudDockerGoogle Cloud PlatformKubernetesPython

About the role

Key responsibilities & impact

Own and resolve technically complex customer issues from initial report through root cause
Troubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)
Reproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects
Partner closely with Engineering to escalate issues with clear, actionable context and debugging data
Work with Product and Research to validate expected vs. actual system behavior
Translate technical findings into clear, concise updates for customers
Contribute to and improve internal runbooks, troubleshooting guides, and external documentation
Identify patterns across tickets and proactively suggest product or process improvements
Help maintain a customer-first culture through proactive communication and solution ownership

Requirements

What you’ll need

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)

Benefits

Comp & perks

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: Better than your average startup healthcare benefits. With five options to choose from, of which are fully subsidized by HiddenLayer, we offer a variety of options to fit each person’s needs. We also offer vision, dental, and 401k offerings.
Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingAPIdebuggingPythoncloud environmentsSSOSAMLemail deliverysystem logsticketing systems

Soft Skills

problem-solvingcommunicationcollaborationcustomer-first culturesolution ownership