Technical Support Engineer

About the Role

This is a unique opportunity to join HiddenLayer as an early member of the Technical Support Engineering team. As a Technical Support Engineer, you will provide hands-on technical support to customers using the HiddenLayer AISec Platform and products.

We’re looking for a highly technical, detail-oriented Support Engineer who thrives on solving complex problems and communicating clearly with both customers and internal teams. This role is responsible for deep technical troubleshooting, investigation, and resolution across the HiddenLayer platform.

The right candidate is comfortable operating with autonomy, taking initiative, and owning issues through resolution. As an early member of the team, you’ll help define how support operates at scale by improving processes, strengthening documentation, and acting as a critical bridge between customers, Engineering, Product, and Research.

• Digs until they understand why something is happening, not just how to work around it
• Communicates clearly and precisely, especially under pressure
• Takes ownership of issues end-to-end
• Notices the small details others miss

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

• Own and resolve technically complex customer issues from initial report through root cause
• Troubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)
• Reproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects
• Partner closely with Engineering to escalate issues with clear, actionable context and debugging data
• Work with Product and Research to validate expected vs. actual system behavior
• Translate technical findings into clear, concise updates for customers
• Contribute to and improve internal runbooks, troubleshooting guides, and external documentation
• Identify patterns across tickets and proactively suggest product or process improvements
• Help maintain a customer-first culture through proactive communication and solution ownership

What Success Looks Like

• Customers consistently have a positive, reliable support experience - Even when things are complex or going wrong.
• You resolve a high volume of technical issues with increasing autonomy (with minimal hand-holding)
• Internal teams trust your judgment and your ability to escalate effectively
• Documentation and playbooks are stronger because of your contributions
• You help reduce repeat issues by identifying root causes and patterns
• You help build a culture of ownership, collaboration, and customer empathy

Who You Are

Core Requirements

• 3+ years in a Technical Support Engineering or similar hands-on technical role
• Strong troubleshooting skills across APIs, systems, and integrations
• Experience debugging issues using logs, scripting,