Senior Technical Support Specialist

Senior Technical Support Specialist 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 TECHNICAL SUPPORT SPECIALIST LOCATION : PUNE WORKING MODEL : IN OFFICE WORKING SHIFTS : EST HOURS 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 enter ... (truncated, view full listing at source)