{"id":699,"date":"2025-12-02T12:41:25","date_gmt":"2025-12-02T12:41:25","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=699"},"modified":"2025-12-02T12:41:29","modified_gmt":"2025-12-02T12:41:29","slug":"technical-support-engineer-ai-security-aisec-platform","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-ai-security-aisec-platform\/","title":{"rendered":"Technical Support Engineer \u2013 AI Security (AISec Platform)"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>Fully Remote<\/strong> <strong>Technical Support Engineer<\/strong> 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Fully Remote (Specific availability requirement: <strong>Hawaii time zone\/location<\/strong>).<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>3+ years<\/strong> of experience in a Support Engineering role working with global enterprise customers.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Troubleshooting, investigating, and resolving product issues; validating detection efficacy; contributing to knowledge bases; and improving support scalability and tools.<\/li>\n\n\n\n<li>\u200b<strong>Compensation\/Benefits:<\/strong> Venture-backed company with a $50M funding round, fully subsidized health options, unlimited flexible time off, and an L&amp;D fund.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bWhat You&#8217;ll Do: AI Security Support and Cross-Functional Feedback<\/h3>\n\n\n\n<p>\u200bThe engineer provides high-quality, responsive support while driving continuous improvement and product feedback.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Technical Support:<\/strong> Provide responsive, high-quality technical support to customers throughout their lifecycle, resolving a high volume of technical issues with increasing autonomy.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting &amp; Escalation:<\/strong> 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).<\/li>\n\n\n\n<li>\u200b<strong>Customer Advocacy:<\/strong> Partner with the <strong>Product team<\/strong> to provide customer-driven feedback on new features, usability, and roadmap priorities.<\/li>\n\n\n\n<li>\u200b<strong>Process &amp; Knowledge:<\/strong> Continuously improve support workflows, tools, and documentation. Contribute to internal and external knowledge bases, and help maintain a <strong>customer-first culture<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Onboarding:<\/strong> Collaborate with the AI Architect and Account Director during onboarding to ensure a smooth setup experience for customers.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired and Preferred Qualifications<\/h3>\n\n\n\n<p>\u200bThe ideal candidate blends customer-facing skills with strong foundational knowledge in modern development and data infrastructure.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> <strong>3+ years<\/strong> in a Support Engineering role, working with global enterprise customers.<\/li>\n\n\n\n<li>\u200b<strong>Development Tools:<\/strong> Familiarity with developer and infrastructure tools such as <strong>GitHub, Docker, and Kubernetes<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Scripting:<\/strong> Demonstrated proficiency in <strong>Python<\/strong> (e.g., debugging, scripting, or building internal tools).<\/li>\n\n\n\n<li>\u200b<strong>Support Platforms:<\/strong> Proficiency with support platforms like <strong>Zendesk and Jira<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Preferred Background:<\/strong> Background in <strong>Cybersecurity, MLOps, or Data Science is preferred<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Preferred Technical Skills:<\/strong> Understanding of <strong>GenAI security<\/strong> and experience with cloud platforms such as <strong>Azure, AWS, or GCP<\/strong> is a plus.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Grace under pressure, proactive decision-maker, and excellent communicator with a proven ability to de-escalate challenging situations.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[42,734,1098],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[3319,3321,1265,667,1197,3322,1232,1334,24,3320,254,3323],"class_list":["post-699","jobpost","type-jobpost","status-publish","hentry","jobpost_category-ai-artificial-intelligence","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_tag-ai-security","jobpost_tag-aisec","jobpost_tag-cybersecurity","jobpost_tag-data-science","jobpost_tag-docker","jobpost_tag-genai","jobpost_tag-kubernetes","jobpost_tag-mlops","jobpost_tag-python","jobpost_tag-remote-hawaii","jobpost_tag-technical-support-engineer","jobpost_tag-zendesk-jira"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/699","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=699"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=699"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=699"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=699"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=699"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}