HiddenLayer · 8 hours ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expHiddenLayer is a company focused on protecting valuable technologies from adversarial AI attacks. The Technical Support Engineer will be the first line of contact for customers using the HiddenLayer AISec Platform, providing high-quality technical support and collaborating with various teams to enhance customer experience.
Cyber SecurityMachine LearningSecurity
Responsibilities
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
Qualification
Required
3+ years of experience in a Support Engineering role, working with global enterprise customers
Grace under pressure - we can teach the tech, but composure and sound judgment are essential
Proactive decision-maker who's not afraid to take ownership
Confident asking for help and collaborating when needed
Excellent communicator with a proven ability to de-escalate challenging situations
Familiarity with developer and infrastructure tools such as GitHub, Docker, and Kubernetes
Proficiency with support platforms like Zendesk and Jira
Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools)
Preferred
Background in Cybersecurity, MLOps, or Data Science
Understanding of GenAI security
Experience with cloud platforms such as Azure, AWS, or GCP
Benefits
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.
Company
HiddenLayer
HiddenLayer provides a software-based platform that helps enterprises monitor the inputs and outputs of machine-learning algorithms.
51-200 employees
H1B Sponsorship
HiddenLayer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
Funding
Current Stage
Growth StageTotal Funding
$56.25MKey Investors
Ten Eleven Ventures
2023-09-19Series A· $50.25M
2022-07-19Seed· $6M
Leadership Team
Chris Sestito
Co-Founder & CEO
Chelsea Strong
Chief Revenue Officer (CRO)
Recent News
2025-11-15
Crowdfund Insider
2025-10-28
Company data provided by crunchbase