Technical Support Engineer

ZipRecruiter; Hawaii; Remote; USD 70,000 - 90,000; Full time

Job summary

A forward-thinking technology company is seeking a Technical Support Engineer to provide high-quality customer support for their innovative AI security platform. This fully remote role requires strong problem-solving skills and a background in customer support. The ideal candidate has experience with developer tools and is passionate about enhancing customer satisfaction. Join a growing team that values continuous improvement and offers substantial benefits.

Benefits

Home office stipend

Unlimited flexible time off

Comprehensive health and wellness benefits

Learning and development fund

Qualifications

• 3+ years of experience in a Support Engineering role.
• Excellent communicator with a proven ability to de-escalate situations.
• Familiarity with developer and infrastructure tools.

Responsibilities

• Provide responsive, high-quality technical support.
• Troubleshoot and resolve product issues.
• Collaborate with Engineering on bug fixes.

Skills

Customer support

Troubleshooting

Communication

Problem-solving

Decision-making

Tools

GitHub

Docker

Kubernetes

Zendesk

Jira

Python

Azure

AWS

GCP

Job description

Overview

Technical Support Engineer — Remote, Hawaii

ABOUT THE ROLE: If you appreciate learning, empowering yourself, and growing into new areas, we are looking for you 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. You should be a self-starter who is energized by building, improving, and scaling support processes, comfortable operating with autonomy, taking initiative to solve problems, and contributing to a culture of continuous improvement. You will directly influence how we deliver exceptional technical support as the company grows.

WHO WE ARE: HiddenLayer protects the world’s valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with frontline experience in detecting and defending against adversarial AI threats. We developed a unique, patent-pending productized solution to help organizations adopt AI securely, backed by our commitment to innovation and recognized by RSA Innovation Sandbox, 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 through 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 with Research to validate detection efficacy and communicate customer findings related to model performance
• Contribute to internal and external knowledge bases to improve support scalability and customer enablement
• Collaborate with the AI Architect and Account Director/Customer Success Manager during onboarding to ensure a smooth setup for customers
• Continuously improve support workflows, tools, and documentation
• Foster a customer‑first culture through proactive communication and solution ownership

What Success Looks Like

• 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 escalate effectively
• Documentation and playbooks are stronger because of your contributions
• You help build a culture of ownership, collaboration, and customer empathy

Who You Are

• Grace under pressure; we can teach the tech, but composure and sound judgment are essential
• Proactive decision-maker who takes 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 GitHub, Docker, and Kubernetes
• Proficiency with support platforms like Zendesk and Jira
• Demonstrated proficiency in Python (debugging, scripting, or building internal tools)
• Background in Cybersecurity, MLOps, or Data Science is a plus
• Understanding of GenAI security is a plus
• Experience with cloud platforms such as Azure, AWS, or GCP is a plus

Why HiddenLayer?

HiddenLayer operates at a fast pace as a venture‑backed company that recently closed a $50M funding round led by M12, Microsoft’s Venture Fund, and Moore Strategic Ventures. We prioritize attracting and retaining top talent and offer best‑in‑class benefits.

• Fully Remote: We are a completely remote global team. We are distributed but gather a few times a year. We provide a home office stipend, annual workspace upgrades, and a monthly internet/phone stipend.
• Comprehensive Health & Wellness Benefits: Multiple options with many fully subsidized by HiddenLayer, plus vision, dental, and 401k.
• Flexible Time Off: Unlimited and flexible time off for salaried employees, plus 15 paid company holidays.
• Commitment to Learning and Development: An L&D fund for training, conferences, certifications, and industry events.

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

HiddenLayer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, race, color, national origin, disability, veteran status, or any other protected characteristic. We are committed to a workplace free of discrimination or harassment.