Mediation Specialist III - Night Shift - Work from Home Jobs

Job Description

HackerOne is the global leader in human-powered security, harnessing the creativity of the world’s largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, 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.

Remote - India - Night Shift

This role may have rotational hours between India afternoon hours and night hours and will likely be 8pm/9pm IST - 5am, 6pm IST

Position Summary & Mission Statement

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 anywhere within India.

Your Journey at HackerOne

• 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.)
• Occasionally, you may be asked to support in other Support & Mediation ticket queues, such as the core Support queue where coverage assistance is needed.
   

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 3 years experience as a Security Analyst
• Experience in a customer-facing role
• Proven experience with vulnerability disclosure and bug bounty
• Strong technical knowledge of OWASP top 10
• Comfortable using security testing tools including Burpsuite
• Excellent written and verbal communication skills
• Experience using frameworks such as CVSS
• Self-motivated and able to manage your time and energy output while maintaining a consistent and sustainable operational rhythm
• English fluency, both written and verbal
• Experience with the following tools and technologies: Freshdesk, Gitlab, Gainsight
• Note: Keep in mind that this role may have rotational hours between India afternoon hours and night hours and will likely be 8pm/9pm IST - 5am, 6am IST
   

Soft Skills

• 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 India. 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.
   

Compensation Bands:

1,800,000 - 2,147,000 INR

We are a Circle Back Initiative Employer and commit to responding to every applicant.

Employment at HackerOne is contingent on a background check.