HackerOne is a global leader in offensive security solutions. Our HackerOne Platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle. The platform offers bug bounty, vulnerability disclosure, pentesting, AI red teaming, and code security. We are trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, 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.

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.

*** This role requires the candidate to be based in Pune and work from an office 4 or 5 days a week. This role also requires night-shift work. Please only apply if you're okay with both of these requirements. ***

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.

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.)

• You will be expected to work the night shift from time to time.

• 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 web app testing experience

• A minimum of 1 years bug bounty 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 will be okay with working the night shift from time to time.

• 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

• 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. 

Compensation Tier

Pune ₹1.9M – ₹2.3M • Offers Equity

#LI-MH1

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).

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.