Technical Support Engineer Hidden LayerIsc2 Eastbay Chapter • New York, New York, United States
Technical Support Engineer Hidden Layer
Isc2 Eastbay Chapter
- New York, New York, United States
- New York, New York, United States
Über
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; elevate 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
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 effectively identify when to tie into Escalation or Resolution processes
Documentation and playbooks are strengthened 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’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
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 (e.g., debugging, scripting, or building internal tools)
Background in Cybersecurity, MLOps, or Data Science is preferred
Understanding of GenAI security is a plus
Experience with cloud platforms such as Azure, AWS, or GCP is a plus
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.
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.
To learn more about HiddenLayer visit HiddenLayer and follow us on LinkedIn or Twitter.
EEO STATEMENT 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.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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