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
Remote - India - Night Shift
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
The Mediation Team at HackerOne provides unbiased assessments, suggestions, and communications in all disputes. They facilitate an understanding of what caused the concern and outcome while helping to build a trusting relationship between Hacker & Program.
This role reports to a Support & Mediation Lead and can be performed from anywhere within India.
Your Journey at HackerOne
Primary task of handling hacker and customer mediation tickets in all Mediation ticket queues. This includes reviewing reports from an unbiased perspective, providing technical insight into report misunderstandings. As well, you may be joining calls with customers to walk through Code of Conduct concerns related to community and on calls with hackers to assist with hacker mediation concerns.
Work with the Mediation team on hacker-related trends and pain-points.
Suggest & create knowledge base updates for Hacker Mediation Processes (we love documentation!)
Provide education to hackers, where appropriate, to drive hacker development on the HackerOne platform (Ex: You could have done XYZ instead or you could have tested in such and such way here or You need to adjust your rate limiter like this etc.)
Occasionally, you may be asked to support in other Support & Mediation ticket queues, such as the core Support 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.
Minimum Qualifications
A minimum of 3 years experience as a Security Analyst
Proven experience with vulnerability disclosure and bug bounty
Strong technical knowledge of OWASP top 10
Comfortable using security testing tools including Burpsuite
Excellent written and verbal communication skills
Experience using frameworks such as CVSS
Self-motivated and able to manage your time and energy output while maintaining a consistent and sustainable operational rhythm
English fluency, both written and verbal
Experience with the following tools and technologies: Freshdesk, Gitlab, Gainsight
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, 6pm IST
Soft Skills
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
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 several sticky internal mediation requests
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.
Compensation Bands:
1,800,000 - 2,147,000 INR
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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.
