Support Specialist III, APAC (Night shift)

HackerOne's mission is to empower the world to build a safer internet. HackerOne is the global leader in human-powered security. We leverage human ingenuity to pinpoint the most critical security flaws across your attack surface to outmatch cybercriminals. HackerOne’s Attack Resistance Platform combines creative human intelligence with the latest artificial intelligence to help organizations reduce risk and transform their businesses with confidence.

Remote, Based in India

Kindly Note: This role is a night shift and you will be required to work 10.30pm -7.30am IST Monday to Friday with a 1 hour lunch break. Please not apply if you are not able to commit to these hours.

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

  • Includes platform integrations troubleshooting and set-up, VPN troubleshooting, API assistance, and platform error troubleshooting

• Route concerns to relevant teams if not applicable to 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 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 2 years experience technically supporting a SaaS product

• 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

• Must be based remotely in India. HackerOne is a digital-first company. This model offers our employees flexibility in time and location. All employees must be able to work and excel in a remote environment.

• Kindly Note: This role is a night shift and you will be required to work 10.30pm -7.30am IST Monday to Friday with a 1 hour lunch break. Please not apply if you are not able to commit to these hours.

• The ideal candidate must be able to start at a maximum of 1 month after an offer is extended

• Nice to have: Knowledge of web application security and reading vulnerability reports.

Compensation Bands: 1,960,000.00 to 2,450,000.00 INR

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.