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HackerOne is seeking a Senior Automation Engineer for IT Help Desk to build an AI-native approach to enterprise IT support. This is a highly technical role combining hands-on engineering with internal customer service, not a traditional help desk position.
You will architect and operate a tiered support model where AI agents serve as Tier 1 (automated first-pass and self-service resolution), human support as Tier 2, and deep technical escalation as Tier 3+. Your core mission is to systematically shift repeatable work from human intervention toward automated resolution through code, agent development, and continuous improvement.
Key responsibilities include:
- Building, deploying, operating, and continuously improving AI agents and automations that power the Tier 1 support experience
- Owning the effectiveness of the entire tiered support model: enabling Tier 2 to resolve issues AI cannot, establishing clear escalation paths to technical owners, and converting recurring human resolutions into automation
- Delivering exceptional internal customer experience across a technical, developer-heavy organization
- Applying data-driven decision-making to understand support demand and performance; instrumenting the support experience to identify patterns and determine where engineering has greatest impact
- Using first-principles problem-solving to address root causes of recurring support needs rather than treating symptoms
- Providing technically credible support across enterprise environments (identity/access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, AI infrastructure)
- Establishing feedback loops between service and engineering to continuously improve agents and tooling
- Practicing change agility as AI capabilities and enterprise tooling evolve
The role is based in HackerOne's Pune office, which opened to foster in-person collaboration and connection. You will be a fully integrated part of HackerOne's global team.
QUALIFICATIONS:
Minimum:
- Significant hands-on experience supporting technical, developer-heavy organizations with demonstrated understanding of developer workflows and tools (Git, development environments, APIs, AI-enabled developer tooling)
- Hands-on software development and automation experience, including demonstrated experience using AI to build working solutions (not just consuming AI applications), with ability to write, test, debug, deploy, and maintain production code
- Experience building or operating AI agents, LLM-powered applications, agentic workflows, or comparable AI automation, including integrating AI capabilities with enterprise systems, APIs, data, or internal tooling
- Experience operating technically complex enterprise support or IT environments across identity/access, SaaS applications, collaboration platforms, endpoints, and developer tooling, with demonstrated ability to diagnose problems and determine when deep technical escalation is required
Preferred:
- Experience with HackerOne's support environment technologies: Okta, 1Password, Slack APIs, Kandji, AWS, Bedrock, Linear, Claude, ChatGPT, Workato, Google Workspace, or comparable platforms
- Experience designing or improving tiered support, self-service, or automated service models where automation measurably reduced human support volume
- Experience instrumenting support systems and using operational data to improve resolution rates, service quality, automation coverage, or engineering productivity
- Experience working in fast-moving SaaS, cybersecurity, developer-tools, or similarly technical environments
