Senior IT Support and Operations Specialist

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.

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 IT Support and Operations Specialist

Remote Location: Washington, DC or Austin, TX

Position Summary

Are you an amazing problem solver? Are you excited to learn and grow into an IT career? Do you have a track record for great service and strong technical knowledge? If so, HackerOne wants you to be new IT Support Specialist. This is a hands-on role that will include advanced support for our employees around the world. Help be the face of IT for HackerOne’s internal customers.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in Washington D.C. or Austin Tx, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

What You Will Do

Our new Support Specialist will spend the first several months getting acquainted with our tools, systems, and processes. Working with our amazing IT Engineers supporting real tickets, devices, and employees. The IT support Specialist role is an amazing entry point to HackerOne, we encourage our IT staff to follow what interests them, be it IT administration, building processes, automation, and more! The IT Support Specialists of HackerOne interact with more employees across the organization than almost any other role in the company. Solving problems, learning, and building relationships across departments. It’s a fantastic viewpoint to watch a uniquely positioned technology company as it continues to grow.

• Effective prioritization and escalation of incoming support tickets

• Setting up new equipment and services for employees

• Help onboard new hires in our growing global company

• Basic troubleshooting of computers and technology

• Learn to utilize multiple IT tools to help manage our global workforce

• Maintain our office technology 

• Supporting employee lifecycle changes across multiple cloud based systems stemming from our Identity Provider 

Minimum Qualifications  

• 3 years of relevant experience in a support driven role with a strong customer service mindset

• A strong problem solver with an eagerness to learn.

• A strong level of experience with macOS, ideally in an IT or support role

• An Interest in Security and Information Technology.

• Excellent written and verbal communication skills

• An eye for detail, and an ability to document actions and processes

Preferred Qualifications

• Experience in IT support ticket management and escalation, ensuring timely and effective resolution of technical issues..

• Familiarity with identity and access management (IAM) principles, including Single Sign-On (SSO) and role-based access control.

• Hands-on experience supporting enterprise SaaS applications (e.g., Slack, Zoom, Okta, Atlassian, or similar).

• Basic knowledge of IT service management (ITSM) tools (e.g., Jira Service Management, Zendesk) and ticketing workflows.

Compensation Bands:
Tier Guide

Tier B: 70k-90k

#LI-Remote

#LI-SM1

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).

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.