​This is a full-time, Fully Remote Technical Support Engineer role at HiddenLayer, a company specializing in protecting systems from adversarial AI attacks (AISec). This role is the first line of contact for customers, requiring a self-starter with strong composure and technical expertise to troubleshoot, investigate, and resolve issues related to the AISec Platform. The engineer will be crucial in scaling support processes and acting as a technical liaison between customers and Research/Engineering teams.

• ​Location: Fully Remote (Specific availability requirement: Hawaii time zone/location).
• ​Experience: 3+ years of experience in a Support Engineering role working with global enterprise customers.
• ​Focus: Troubleshooting, investigating, and resolving product issues; validating detection efficacy; contributing to knowledge bases; and improving support scalability and tools.
• ​Compensation/Benefits: Venture-backed company with a $50M funding round, fully subsidized health options, unlimited flexible time off, and an L&D fund.

​What You’ll Do: AI Security Support and Cross-Functional Feedback

​The engineer provides high-quality, responsive support while driving continuous improvement and product feedback.

• ​Technical Support: Provide responsive, high-quality technical support to customers throughout their lifecycle, resolving a high volume of technical issues with increasing autonomy.
• ​Troubleshooting & Escalation: Troubleshoot, investigate, and resolve product issues, escalating with clear context to Engineering (for bug fixes/edge cases) and Research (to validate detection efficacy and communicate model performance findings).
• ​Customer Advocacy: Partner with the Product team to provide customer-driven feedback on new features, usability, and roadmap priorities.
• ​Process & Knowledge: Continuously improve support workflows, tools, and documentation. Contribute to internal and external knowledge bases, and help maintain a customer-first culture.
• ​Onboarding: Collaborate with the AI Architect and Account Director during onboarding to ensure a smooth setup experience for customers.

​Required and Preferred Qualifications

​The ideal candidate blends customer-facing skills with strong foundational knowledge in modern development and data infrastructure.

• ​Experience: 3+ years in a Support Engineering role, working with global enterprise customers.
• ​Development Tools: Familiarity with developer and infrastructure tools such as GitHub, Docker, and Kubernetes.
• ​Scripting: Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools).
• ​Support Platforms: Proficiency with support platforms like Zendesk and Jira.
• ​Preferred Background: Background in Cybersecurity, MLOps, or Data Science is preferred.
• ​Preferred Technical Skills: Understanding of GenAI security and experience with cloud platforms such as Azure, AWS, or GCP is a plus.
• ​Soft Skills: Grace under pressure, proactive decision-maker, and excellent communicator with a proven ability to de-escalate challenging situations.