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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer in Austin - **Company:** Energy Jobline - **Location:** Austin, TX, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, JIRA, Microsoft Azure, Cyber Security, Software Debugging, Github, Issue Tracking Systems, Python (Programming Language), Security Assertion Markup Language (SAML), Systems Integration, Scripting, Cloud Platform System, Kubernetes, Infrastructure Automation Frameworks, Machine Learning Operations, Zendesk, Docker - **Published:** July 11, 2026 - **Apply:** https://www.energyjobline.com/job/technical-support-engineer-austin-30681164 ## About the Role * 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) Critical Skills * 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 Nice to Have (Not Required) * + Experience with cybersecurity, MLOps, or AI/ML systems + Exposure to GenAI or model security concepts ## Description 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, * 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 ## Related Videos - [Data Science, ML & AI in the Oil and Gas Industry at NDT Global - Dr. Katja Träumner](https://www.wearedevelopers.com/videos/1308-data-science-ml-ai-in-the-oil-and-gas-industry-at-ndt-global-dr-katja-traumner) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Docker Compose: Rediscovered](https://www.wearedevelopers.com/videos/1978-docker-compose-rediscovered) - [Innovating Developer Tools with AI: Insights from GitHub Next](https://www.wearedevelopers.com/videos/1268-innovating-developer-tools-with-ai-insights-from-github-next) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Countries for Software Engineers](https://www.wearedevelopers.com/magazine/267-best-countries-for-software-engineers)