Senior Automation Engineer, IT Help Desk

About this role

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). The HackerOne Platform unites agentic AI solutions with the ingenuity of the world’s largest community of security researchers to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security, HackerOne delivers measurable, continuous reduction of cyber risk for enterprises. Industry leaders, including Anthropic, Crypto.com http://Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, UK Ministry of Defence, and the U.S. Department of Defense, trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report for its leadership in AI Security Testing and has been named a Most Loved Workplace for Young Professionals (2024).

HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

SENIOR AUTOMATION ENGINEER, IT HELP DESK

LOCATION: PUNE, INDIA (WORKING ONSITE)

POSITION SUMMARY

HackerOne is building an AI-native approach to Enterprise IT, where AI agents are the first line of support and every human interaction becomes an opportunity to make those agents smarter. As Senior Automation Engineer, IT Help Desk, you will build and operate this model—combining exceptional internal customer service with hands-on engineering to create AI agents, automations, and support experiences that help Hackeronies do their best work.

This is not a traditional help desk role. You will work in a highly technical, developer-heavy environment and be expected to build with AI yourself: writing code, developing and improving agents, understanding developer workflows, and using data to systematically shift support from human intervention toward automated resolution. The underlying model is Tier 1 AI Agents, Tier 2 human support/on-call, and Tier 3+ deep technical escalation to owning teams, with the explicit goal of continually moving repeatable work toward Tier 1.

We opened our new office in Pune, India to welcome team members who value in-person connection, collaboration, and shared purpose. For the types of challenges we’ll tackle and the work we’ll do together, we believe in-person connection will be essential to building strong relationships, solving problems effectively, and fostering a vibrant community.

As a fully integrated part of HackerOne’s global team, the Pune office will play a meaningful role in advancing our culture and mission. At HackerOne, we Win Together – and our Pune team will help lead the way by shaping a dynamic, in-person culture rooted in purpose and partnership.

PRIMARY RESPONSIBILITIES

Success in the Senior Automation Engineer, IT Help Desk role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne.

- Build an AI Native IT support experience in which AI agents serve as Tier 1, providing automated first-pass and self-service resolution before requests reach human support. Write code and build, deploy, operate, and continuously improve the agents and automations that power this experience.

- Own the effectiveness of the Tier 1 / Tier 2 / Tier 3+ support model: enable Tier 2 to resolve issues AI cannot, establish clear paths to deep technical owners at Tier 3+, and systematically turn recurring human resolutions into knowledge, tooling, and automation that can move back into Tier 1.

- Deliver an exceptional internal customer experience across a highly technical organization, supporting developer workflows and tooling while creating a clear, consistent, trusted path for Hackeronies to get help.

- Apply Data-Driven Decision Making to deeply understand support demand and performance. Instrument the support experience, identify patterns and failure modes, and use measures such as Tier 1 resolution and owning-team velocity to determine where engineering and automation can have the greatest impact.

- Use First Principles Problem Solving to attack the root cause of recurring support needs rather than repeatedly treating symptoms. Simplify systems, eliminate unnecessary work, and design durable solutions that reduce friction for employees and technical teams.

- Practice Change Agility as AI capabilities, enterprise tooling, and HackerOne’s ways of working rapidly evolve. Experiment, learn from failures, and continuously adapt the support architecture as better models, tools, and approaches become available.

- Provide technically credible support across a broad enterprise environment spanning identity and access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, and AI infrastructure, while partnering effectively with Security, Engineering, Enterprise Systems, and other owning teams for deep technical escalations.

- Establish an obsessive feedback loop between service and engineering: understand what Hackeronies are trying to accomplish, document what AI cannot yet solve, identify opportunities…