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IT Support and Operations Specialist

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.

Support and Operations Specialist

Remote Location: Washington, DC or Austin, TX

Position Summary

Are you an amazing problem solver? Are you excited to learn and grow into an IT career? Do you have a track record for great service and strong technical knowledge? If so, HackerOne wants you to be new IT Support Specialist. This is a hands-on role that will include advanced support for our employees around the world. Help be the face of IT for HackerOne’s internal customers.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in Washington D.C. or Austin Tx, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

What You Will Do

Our new Support Specialist will spend the first several months getting acquainted with our tools, systems, and processes. Working with our amazing IT Engineers supporting real tickets, devices, and employees. The IT support Specialist role is an amazing entry point to HackerOne, we encourage our IT staff to follow what interests them, be it IT administration, building processes, automation, and more! The IT Support Specialists of HackerOne interact with more employees across the organization than almost any other role in the company. Solving problems, learning, and building relationships across departments. It’s a fantastic viewpoint to watch a uniquely positioned technology company as it continues to grow.

  • Effective prioritization and escalation of incoming support tickets

  • Setting up new equipment and services for employees

  • Help onboard new hires in our growing global company

  • Basic troubleshooting of computers and technology

  • Learn to utilize multiple IT tools to help manage our global workforce

  • Maintain our office technology 

  • Supporting employee lifecycle changes across multiple cloud based systems stemming from our Identity Provider 

Minimum Qualifications  

  • 2 years of relevant experience in a support driven role with a strong customer service mindset

  • A strong problem solver with an eagerness to learn.

  • A strong level of experience with macOS, ideally in an IT or support role

  • An Interest in Security and Information Technology.

  • Excellent written and verbal communication skills

  • An eye for detail, and an ability to document actions and processes

Preferred Qualifications

  • Experience in IT support ticket management and escalation, ensuring timely and effective resolution of technical issues..

  • Familiarity with identity and access management (IAM) principles, including Single Sign-On (SSO) and role-based access control.

  • Hands-on experience supporting enterprise SaaS applications (e.g., Slack, Zoom, Okta, Atlassian, or similar).

  • Basic knowledge of IT service management (ITSM) tools (e.g., Jira Service Management, Zendesk) and ticketing workflows.

Compensation Bands:
Tier Guide

Tier B: 65k-75k

#LI-Remote

#LI-SM1

Job Benefits:

  • 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

  • Flexible Work Stipend

*Eligibility may differ by country

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.

HackerOne Glassdoor Company Review
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HackerOne DE&I Review
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CEO of HackerOne
HackerOne CEO photo
Marten Mickos
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Average salary estimate

$70000 / YEARLY (est.)
min
max
$65000K
$75000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About IT Support and Operations Specialist, HackerOne

Are you ready to embark on a rewarding career journey as an IT Support and Operations Specialist at HackerOne? Located in the heart of Washington, you'll join a dynamic team that values creativity and collaboration. At HackerOne, we're celebrated for our innovative approach to security, and we need someone like you who is passionate about problem-solving and technology. As the face of IT for our internal customers, you'll provide hands-on support across our global workforce, tackling everything from basic troubleshooting to onboarding new hires. You'll engage with our IT Engineers to resolve real tickets and gain insights into cutting-edge solutions that protect digital assets for industry giants like Coinbase and GitHub. In this role, flexibility is key – while primarily remote, you’ll have the chance for in-person interactions that foster lasting relationships and strengthen our unique company culture. Embrace this opportunity to grow within our organization, where your interests in IT administration and automation can drive your career forward. With comprehensive training and a supportive environment, you’ll be well-prepared to manage incoming support tickets, assist with equipment setup, and maintain office technology. Join us at HackerOne – where your expertise can shine, and together we can innovate for a safer digital world!

Frequently Asked Questions (FAQs) for IT Support and Operations Specialist Role at HackerOne
What are the responsibilities of an IT Support and Operations Specialist at HackerOne?

As an IT Support and Operations Specialist at HackerOne, you'll be responsible for a variety of hands-on support tasks. This includes managing incoming support tickets, setting up new equipment and services for employees, onboarding new hires, and troubleshooting technology issues. You'll also interact with IT Engineers to resolve real problems, gaining valuable experience in tools and processes critical to our operations.

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What qualifications do I need to become an IT Support and Operations Specialist at HackerOne?

To qualify as an IT Support and Operations Specialist at HackerOne, candidates should have at least two years of experience in a support-driven role with a strong customer service mindset. Familiarity with macOS and an interest in security and information technology are essential, along with excellent communication skills and attention to detail.

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How does HackerOne support career growth for its IT Support Specialists?

HackerOne is committed to the professional development of its IT Support Specialists. In this role, you will have the opportunity to explore your interests, whether in IT administration, process building, or automation. With ample training and mentorship, you can advance your career and take on new challenges that align with your goals.

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What is the work environment like for an IT Support and Operations Specialist at HackerOne?

The work environment for an IT Support and Operations Specialist at HackerOne is dynamic and collaborative. Predominantly remote, the role allows for flexible work while supporting occasional in-person interactions. This approach promotes a culture of team building and helps to foster meaningful connections among colleagues, enhancing both productivity and job satisfaction.

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What tools will I use as an IT Support and Operations Specialist at HackerOne?

As an IT Support and Operations Specialist at HackerOne, you'll utilize various IT tools to manage our global workforce effectively. Familiarity with IT service management tools like Jira Service Management or Zendesk, as well as enterprise SaaS applications such as Slack and Zoom, will be vital in performing your duties efficiently.

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Common Interview Questions for IT Support and Operations Specialist
How do you prioritize incoming support tickets in a busy IT environment?

In a busy IT environment, it's essential to assess the urgency and impact of each ticket. A good approach includes categorizing tickets based on their severity and the number of affected users. Providing timely and effective resolutions is key, so focus on high-impact issues first, while ensuring that you communicate with users about their ticket status.

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Can you describe your experience with macOS support?

When discussing your experience with macOS support, highlight specific instances where you handled issues related to system configurations, software installations, or troubleshooting. Emphasize your familiarity with macOS environments, your problem-solving skills, and any relevant tools or applications you've used to support macOS devices.

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How do you approach troubleshooting a technical issue?

To troubleshoot a technical issue effectively, start by gathering information about the problem from the user. Understand the context, symptoms, and any recent changes. Use a systematic approach: check connectivity, review log files, and replicate the issue if possible. Document your process and ensure that users feel supported throughout.

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What motivates you to learn in the IT field?

In the IT field, the rapid pace of change and the opportunity to solve complex problems motivates me to keep learning. I’m excited about new technologies and trends, and I find value in expanding my skill set to provide better support. Sharing knowledge with colleagues also inspires me, as it helps foster a collaborative environment.

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How do you handle conflicts with team members or clients?

Handling conflicts with team members or clients involves active listening, empathy, and effective communication. I strive to understand their perspectives and work collaboratively towards a solution. It's crucial to stay calm and professional, ensuring that the focus remains on resolving the issue rather than on personal differences.

Join Rise to see the full answer
What is your experience with identity and access management (IAM) principles?

Discuss any hands-on experience you have with IAM principles. Mention familiarity with concepts like Single Sign-On (SSO) and role-based access control. Highlight situations where you've supported users in accessing applications securely or resolved issues related to user permissions.

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How do you ensure excellent customer service as an IT Support Specialist?

Excellent customer service in IT support comes from understanding user needs and maintaining open communication. Always aim to respond promptly, actively listen to concerns, and follow up on ticket resolutions. Building rapport with users enhances trust and encourages them to reach out whenever they need assistance.

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What do you find most challenging about IT support?

The most challenging aspect of IT support can often be managing diverse requests from users with varying levels of technical knowledge. It requires patience and the ability to explain solutions in a clear, non-technical manner. Developing this skill can greatly improve the support experience for all users.

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How do you stay up to date with the latest technology trends?

I stay updated on technology trends by regularly reading industry blogs, following reputable tech news sources, and participating in online forums or communities. Additionally, I attend webinars and conferences whenever possible, which helps me learn from experts and network with other professionals.

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Why are you interested in working at HackerOne?

Express your enthusiasm for HackerOne’s innovative approach to security and its commitment to a positive workplace culture. Mention how the company's values align with your own and how excited you are about the opportunity to contribute your skills to a leader in human-powered security.

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HackerOne is leading a cybersecurity platform that connects businesses with penetration testers and cybersecurity researchers. HackerOne's customers include The U.S. Department of Defense, Google, GitHub, Microsoft, Nintendo and more.

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Full-time, remote
DATE POSTED
March 17, 2025

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