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.

Position Summary

HackerOne is hiring a Resolution Manager for Triage! The Resolution Manager will play a lead role in coordinating the tactical response to customer escalations. This position will require close collaboration with Account Executives, Customer Success Managers and the Triage leadership team to ensure timely and satisfactory resolution of customer complaints. The Resolution Manager will monitor incoming escalations, conduct thorough root cause analyses, document findings, develop and implement resolution plans for high-risk customers. They are also expected to meet periodically with customers to review progress, solve problems and rebuild trust.  

What You Will Do

• Collaborate with Account Executives, Customer Success Managers and Triage managers to identify at-risk customers. 

• Investigate and document a detailed record of each customer escalation or concern, including resolution steps, client interactions, and final outcomes.

• Create a get-well plan for high risk customers and meet with the customer to review progress.

• Build and monitor an escalation dashboard and report progress to executive leadership.

• Provide post-resolution support, including post-mortem analysis and recommendations to prevent recurrence of issues.

• Ensure the highest level of client satisfaction by maintaining regular communication and providing clear, actionable guidance.

Minimum Qualifications  

• Proven track record in managing escalations at the F1000 level, understanding enterprise class customers needs and concerns. Able to comfortably communicate to C level management and gain trust.

• Excellent problem-solving skills, with the ability to think critically and address complex security challenges.

• Strong communication skills, capable of translating technical issues into actionable steps for clients and internal staff.

• Experience working directly with clients or in a client-facing role, preferably in the security or IT sector.

• Ability to work independently and manage multiple cases simultaneously.

• Must be based remotely in US or Canada, Eastern timezone preferred. 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.

Preferred Qualifications

• Experience with HackerOne or similar bug bounty platforms.

Compensation Bands:
Tier Guide

Tier A

$116K – $146K • Offers Equity

Tier B

$105K – $131K • Offers Equity

Tier C

$100K – $124K • Offers Equity

Canada

CA$80K – CA$100K • Offers Equity

#LI-Remote

#LI-HM1

We are a Circle Back Initiative Employer and commit to responding to every applicant.

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.