United States onlyTechnical Support Engineer
Remote- Hawaii
ABOUT THE ROLE:
Ifyouappreciatetheopportunitytolearn,empoweryourself,andgrowintonewandexciting areas,wearelookingforyou.ThisroleisauniqueopportunitytojoinHiddenLayerasa memberoftheCustomerSuccess(Technical)team.AsaTechnicalSupportEngineer,you willbethefirstlineofcontactforcustomersusingtheHiddenLayerAISecPlatform. We’relookingforaself-starterwhoisenergizedbybuilding,improving,andscalingsupport processes.Therightcandidatewillbecomfortableoperatingwithautonomy,takinginitiativeto solveproblems,andcontributingtoacultureofcontinuousimprovement.You’llhaveadirect impactonshapinghowwedeliverexceptionaltechnicalsupportasthecompanygrows.
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:
- Provideresponsive,high-qualitytechnicalsupporttocustomersthroughouttheirlifecycle
- Troubleshoot, investigate,andresolveproductissues;escalatewithclearcontextwhen needed
- Collaborate withEngineeringonbugfixes,edgecases,andexpectedbehavior
- Partner withProducttoprovidecustomer-drivenfeedbackonnewfeatures,usability, and roadmappriorities
- Work closelywithResearchtovalidatedetectionefficacyandcommunicatecustomer findings relatedtomodelperformance
- Contribute tointernalandexternalknowledgebases,improvingsupportscalabilityand customer enablement
- Collaborate withtheAIArchitectandAccountDirector/CustomerSuccessManager during onboardingtoprovidetechnicalsupportandensureasmoothsetupexperience for customers
- Continuously improvesupportworkflows,tools,anddocumentation
- Helpmaintainacustomer-firstculturethroughproactivecommunicationandsolution ownership
WHAT SUCCESS LOOKS LIKE:
- Customersconsistentlyhaveapositive,reliablesupportexperience
- You resolveahighvolumeoftechnicalissueswithincreasingautonomy
- Internal teamstrustyourjudgmentandyourabilitytoescalateeffectively
- Documentation andplaybooksarestrongerbecauseofyourcontributions
- You helpbuildacultureofownership,collaboration,andcustomerempathy
WHO YOU ARE:
- Graceunderpressure-wecanteachthetech,butcomposureandsoundjudgmentare essential
- Proactivedecision-makerwho’snotafraidtotakeownership
- Confidentaskingforhelpandcollaboratingwhenneeded
- Excellentcommunicatorwithaprovenabilitytode-escalatechallengingsituations
- 3+yearsofexperienceinaSupportEngineeringrole,workingwithglobalenterprise customers
- FamiliaritywithdeveloperandinfrastructuretoolssuchasGitHub,Docker,and Kubernetes
- ProficiencywithsupportplatformslikeZendeskandJira
- DemonstratedproficiencyinPython(e.g.,debugging,scripting,orbuildinginternaltools)
- BackgroundinCybersecurity,MLOps,orDataScienceispreferred
- UnderstandingofGenAIsecurityisaplus
- ExperiencewithcloudplatformssuchasAzure,AWS,orGCPisaplus
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:
- 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 LD 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.
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.
