Senior Automation Engineer, IT Help Desk

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). The HackerOne Platform unites agentic AI solutions with the ingenuity of the world’s largest community of security researchers to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security, HackerOne delivers measurable, continuous reduction of cyber risk for enterprises. Industry leaders, including Anthropic, Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, UK Ministry of Defence, and the U.S. Department of Defense, trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report for its leadership in AI Security Testing and has been named a Most Loved Workplace for Young Professionals (2024).

HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

HackerOne is building an AI-native approach to Enterprise IT, where AI agents are the first line of support and every human interaction becomes an opportunity to make those agents smarter. As Senior Automation Engineer, IT Help Desk, you will build and operate this model—combining exceptional internal customer service with hands-on engineering to create AI agents, automations, and support experiences that help Hackeronies do their best work.

This is not a traditional help desk role. You will work in a highly technical, developer-heavy environment and be expected to build with AI yourself: writing code, developing and improving agents, understanding developer workflows, and using data to systematically shift support from human intervention toward automated resolution. The underlying model is Tier 1 AI Agents, Tier 2 human support/on-call, and Tier 3+ deep technical escalation to owning teams, with the explicit goal of continually moving repeatable work toward Tier 1.

We opened our new office in Pune, India to welcome team members who value in-person connection, collaboration, and shared purpose. For the types of challenges we’ll tackle and the work we’ll do together, we believe in-person connection will be essential to building strong relationships, solving problems effectively, and fostering a vibrant community.

As a fully integrated part of HackerOne’s global team, the Pune office will play a meaningful role in advancing our culture and mission. At HackerOne, we Win Together – and our Pune team will help lead the way by shaping a dynamic, in-person culture rooted in purpose and partnership.

Success in the Senior Automation Engineer, IT Help Desk role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne.

• Build an AI Native IT support experience in which AI agents serve as Tier 1, providing automated first-pass and self-service resolution before requests reach human support. Write code and build, deploy, operate, and continuously improve the agents and automations that power this experience.

• Own the effectiveness of the Tier 1 / Tier 2 / Tier 3+ support model: enable Tier 2 to resolve issues AI cannot, establish clear paths to deep technical owners at Tier 3+, and systematically turn recurring human resolutions into knowledge, tooling, and automation that can move back into Tier 1.

• Deliver an exceptional internal customer experience across a highly technical organization, supporting developer workflows and tooling while creating a clear, consistent, trusted path for Hackeronies to get help.

• Apply Data-Driven Decision Making to deeply understand support demand and performance. Instrument the support experience, identify patterns and failure modes, and use measures such as Tier 1 resolution and owning-team velocity to determine where engineering and automation can have the greatest impact.

• Use First Principles Problem Solving to attack the root cause of recurring support needs rather than repeatedly treating symptoms. Simplify systems, eliminate unnecessary work, and design durable solutions that reduce friction for employees and technical teams.

• Practice Change Agility as AI capabilities, enterprise tooling, and HackerOne’s ways of working rapidly evolve. Experiment, learn from failures, and continuously adapt the support architecture as better models, tools, and approaches become available.

• Provide technically credible support across a broad enterprise environment spanning identity and access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, and AI infrastructure, while partnering effectively with Security, Engineering, Enterprise Systems, and other owning teams for deep technical escalations.

• Establish an obsessive feedback loop between service and engineering: understand what Hackeronies are trying to accomplish, document what AI cannot yet solve, identify opportunities to improve agents and tooling, and make the support experience measurably better over time.

• Significant hands-on experience supporting a technical, developer-heavy organization, with demonstrated understanding of developer workflows and tools such as Git, development environments, APIs, and AI-enabled developer tooling.

• Hands-on software development and automation experience, including demonstrated experience using AI to build working solutions—not simply consuming AI applications—with the ability to write, test, debug, deploy, and maintain code used in production workflows.

• Experience building or operating AI agents, LLM-powered applications, agentic workflows, or comparable AI automation, including integrating AI capabilities with enterprise systems, APIs, data, or internal tooling.

• Experience operating technically complex enterprise support or IT environments across areas such as identity and access, SaaS applications, collaboration platforms, endpoints, and developer tooling, with demonstrated ability to diagnose problems and determine when deep technical escalation is required.

• Experience with technologies represented in HackerOne’s support environment, such as Okta, 1Password, Slack APIs, Kandji, AWS, Bedrock, Linear, Claude, ChatGPT, Workato, Google Workspace, or comparable platforms.

• Experience designing or improving tiered support, self-service, or automated service models where automation measurably reduced human support volume.

• Experience instrumenting support systems and using operational data to improve resolution rates, service quality, automation coverage, or engineering productivity.

• Experience working in a fast-moving SaaS, cybersecurity, developer-tools, or similarly technical environment.

• Health (medical, vision, dental), life, and disability insurance*

• Equity stock options

• Retirement plans

• Paid public holidays and unlimited PTO

• Paid maternity and parental leave

• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)

• Employee Assistance Program

*Eligibility may differ by country

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

Visa/work permit sponsorship is not available.

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.