Support Specialist - Night Shift

HackerOne is the global leader in human-powered security, harnessing the creativity of the world's largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024. BASED IN INDIA (REMOTE), START DATE WITHIN TWO (2) WEEKS OF HIRE  Note: This role may have rotational hours between India afternoon hours and night hours and will likely be 8pm/9pm IST - 5am, 6pm IST Position Summary & Mission Statement Support Agents handle inquiries from external and internal stakeholders through a support portal, providing essential and high-quality assistance to all HackerOne Users.  Provide world-class support through listening to & educating users. We strengthen the HackerOne community by providing honest answers to honest questions, assuming positive intent behind each interaction, and a willingness to find/create solutions.  This role reports to a Manager, Support & Mediation and can be performed from anywhere within India. What You Will Do - You will handle complex support issues that require longer resolution, including high-level payment issues, complex reputation/signal/impact questions, basic platform troubleshooting, unresponsive team concerns, complex payment issues & reach-out process, hacker swag concerns, internal support issues (IP address lookup, etc) how to handle internal support issues with little to no guidance - Route concerns to relevant teams if not applicable to the Support & Mediation team - Seek and get up-to-date information from internal as well as external resources on customer integrations and other technical subjects - Suggest & create knowledge base updates for Support & Mediation processes (we love documentation!) - Work with the rest of the Support & Mediation team on hacker and customer-related trends and pain points  - Update other teams on changes in Support & Mediation that may affect them - Answer platform and ticket questions from lower level-agents and cross-departmental teams - Occasionally, you may be asked to support in other Support & Mediation ticket queues, such as the core Mediation queue, where coverage assistance is needed. During the first 30 days of your journey on the Support & Mediation Team at HackerOne, you will be provided with one-on-one training, as well as some independent study, of the scope of your role and success measures. Within your first two weeks on the team, you will be actively working in the ticket queue with support from a designated point of contact to assist with any questions.  Who you are  - A minimum of 3 years related or equivalent work experience. - Ability to explain complex technical issues in clear and concise ways (ex: you're speaking with a customer who does not understand the tech stuff - can you simplify this for them?) - Strong sense of understanding of the purpose of a user Code of Conduct, confidentiality, and disclosure processes - A technical background with experience in troubleshooting integrations, SSO, API, etc. - Includes platform integrations troubleshooting and set-up, VPN troubleshooting, API assistance, and platform error troubleshooting - At ease sharing updates that may be perceived as undesirable on emotionally charged subjects such as behavior contrary to the expectations set forth by the HackerOne Code of Conduct or final report outcomes. - Ability to work efficiently, independently, and calmly during times of high ticket volume - You are radically empathetic and understand the importance of empathy in all user interactions and how it impacts the user experience and larger business - Proven ability to create cross-departmental relationships and collaboration cross-departmental collaboration in the resolution of challenges - You recognize the benefits of following established processes whenever feasible and appreciate the value of suggesting new processes when there is a requirement for improvement. - You are a team player and happy to jump in where you are needed, whether that's a busy queue or tricky escalation - Experience with the following tools and technologies: Freshdesk, Gitlab, Gainsight - Nice to have: Knowledge of web application security and reading vulnerability reports.  - Note: Keep in mind that this role may have rotational hours between India afternoon hours and night hours and will likely be 8pm/9pm IST - 5am/6am IST

HackerOne is the global leader in human-powered security, harnessing the creativity of the world's largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.