Technical Support Engineer
New
H
HiddenLayerCybersecurity
Remote; We are a completely remote global team.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- AWSDockerPythonCybersecurityGCPKubernetesJiraAzureRESTful APIsTroubleshootingScriptingZendeskGitHubMLOpsGenerative AI
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, and reproducible test cases
- Proficiency in Python (reading, debugging, and writing scripts or small tools)
- Working knowledge of developer and infrastructure tools such as GitHub, Docker, and Kubernetes
- Experience troubleshooting issues in cloud environments (AWS, Azure, or GCP)
- Experience debugging authentication and integration issues, including SSO/SAML flows (e.g., configuration errors, attribute mapping, login failures)
- Experience investigating email delivery and notification issues (logs, provider behavior, domain configuration)
- Ability to analyze application and system logs to identify root cause
- Experience working with ticketing systems (Zendesk, Jira, or similar)
- Exceptional attention to detail
- Clear, concise written communication (especially in high-pressure or ambiguous situations)
- Ability to explain complex technical issues to both technical and non-technical audiences
- Strong ownership mindset that drives issues through to resolution without losing momentum
- Ability to prioritize effectively and operate in a fast-paced, evolving environment
Responsibilities
- 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
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