About HackerOne

HackerOne is the global leader in human-powered security. We help organizations like Amazon, PayPal, and the U.S. Department of Defense find and fix vulnerabilities before they can be exploited. Our platform connects businesses with the world’s largest community of security researchers to make the internet safer.

The Role

We are looking for a Senior Technical Support Specialist to join our Support team and provide expert technical assistance to some of HackerOne’s largest and most strategic enterprise customers. This role is a critical escalation point for complex technical issues and requires deep technical knowledge, strong customer communication skills, and comfort operating in live, high-stakes support scenarios.

This position aligns to US daytime support, and plays a key role in maintaining service quality, SLA performance, and customer satisfaction for our enterprise customers.

What You’ll Do

Serve as a senior escalation point for complex technical and enterprise customer issues
Troubleshoot and support integrations including SSO/SAML/SCIM, APIs, and enterprise system configurations
Partner directly with customers to resolve issues via live calls, video conferencing, and written communication
Own end-to-end issue management, including scheduling calls, coordinating stakeholders, and driving resolution
Investigate and analyze platform behavior using tools such as Datadog, Looker, Snowflake, and internal diagnostics
Document findings clearly and maintain accurate case records in our ticketing system (e.g., Freshdesk)
Collaborate cross-functionally with Engineering, Product, and Data teams on high-impact customer issues
Contribute to internal knowledge sharing and process improvements to scale support excellence

What You Bring

5+ years of experience in a technical support, solutions support, or customer-facing technical role
Strong hands-on experience with SSO/SAML/SCIM, integrations, APIs, and enterprise troubleshooting
Proven ability to support large, enterprise customers in high-complexity environments
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences
Confidence troubleshooting issues live on customer calls and leading conversations to resolution
Experience working in any ticketing system such as Freshdesk or similar
Strong ownership mindset, attention to detail, and ability to prioritize effectively in a fast-paced environment
Availability and willingness to work in EST shift consistently

Nice to Have

Experience supporting SaaS platforms at scale
Familiarity with security concepts, vulnerability management, or bug bounty programs
Experience supporting customers across multiple time zones

HackerOne is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

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

** *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.