Technical Support Engineer

Job Description

Job Description

Technical Support Engineer

Remote- Hawaii

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 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.

WHO WE ARE :

HiddenLayer 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, CyberTech 100, and SC's Most Promising Early-Stage Start-up.

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
• Continuously improve support workflows, tools, and documentation
• Help maintain a customer-first culture through proactive communication and solution ownership

WHAT SUCCESS LOOKS LIKE :

WHO YOU ARE :

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 :

To learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.

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.