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Technical Support Engineer

United Kingdom or Ireland

Technical Support Engineer

Location: United Kingdom or Ireland but will work remotely from home

ABOUT THE ROLE:

If you appreciate the opportunity to learn, empower yourself and grow into new and exciting areas, we are looking for you.  This role is the first opportunity to join the Customer Experience team as a Technical Support Engineer.  This person will be first line of contact for our customers using the HIddenLayer AISec Platform.  The right candidate will be able to help build a legacy around the tenacious support of customers and ensure we are proactive in our approach to their needs.

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.

Key Responsibilities:

  1. Customer Support: Provide Technical Support to our customer base throughout their lifecycle, ensuring the highest renewal potential and growth.
  2. Build Loyalty: Ensure Customer Issues are fully resolved and ensure followup in a timely manner.
  3. Build the Customer Knowledgebase: Take what we have learned, what other customers have learned and build a library of knowledge for new customers.
  4. Provide Ad-hoc training for customers when needed.
  5. Help set the stage for the next Technical Support Engineers

Qualifications:

  • Grace Under Pressure. We can teach tech.
  • Excellent communication skills and proven ability to de-escalate issues if necessary
  • 3+ years in Technical Support, supporting Global enterprise customers
  • Experience in Cybersecurity, MLOps, or Data Science
  • Demonstrably proficient in Python
  • Familiarity with tools like GitHub, Docker and Kubernetes
  • Proficiency in Zendesk and Jira
  • Understanding of GenAI security a plus
  • Azure AWS or GCP cloud experience a plus
  • Not afraid to make decisions
  • Not afraid to seek help when you need it

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 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.

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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