Support Specialist II (Mediation)

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.

Based in Remote US or Canada (East Coast) 

Position Summary

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 the East Coast in the United States or Canada, Remotely.

What you Will do

• 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.)

• 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 2 years related or equivalent work experience

• 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 East Coast, North America. 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 the following tools and technologies: Freshdesk, Gitlab, Gainsight

• Strong technical background and have basic knowledge around web application security and reading vulnerability reports. 

#LI-Remote

#LI-HM1

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.