At a glance
- Employment
- Full-time
- Workplace
- Onsite
- Location
- Pune
About the role
- HackerOne is building an AI-native approach to Enterprise IT, where AI agents serve as the first line of support.
- As Senior Automation Engineer, IT Help Desk, you will combine exceptional internal customer service with hands-on engineering to create AI agents, automations, and support experiences.
Responsibilities
- Build an AI Native IT support experience in which AI agents serve as Tier 1, providing automated first-pass and self-service resolution before requests reach human support.
- Own the effectiveness of the Tier 1 / Tier 2 / Tier 3+ support model: enable Tier 2 to resolve issues AI cannot, establish clear paths to deep technical owners at Tier 3+, and systematically turn recurring human resolutions into knowledge, tooling, and automation.
- Deliver an exceptional internal customer experience across a highly technical organization, supporting developer workflows and tooling while creating a clear, consistent, trusted path for Hackeronies to get help.
- Apply Data-Driven Decision Making to deeply understand support demand and performance, instrument the support experience, identify patterns, and use measures to determine where engineering and automation have the greatest impact.
- Use First Principles Problem Solving to attack the root cause of recurring support needs, simplify systems, eliminate unnecessary work, and design durable solutions.
- Practice Change Agility as AI capabilities, enterprise tooling, and HackerOne’s ways of working rapidly evolve.
- Provide technically credible support across a broad enterprise environment spanning identity and access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, and AI infrastructure.
- Establish an obsessive feedback loop between service and engineering to identify opportunities to improve agents and tooling over time.
Requirements
- Significant hands-on experience supporting a technical, developer-heavy organization, with demonstrated understanding of developer workflows and tools such as Git, development environments, APIs, and AI-enabled developer tooling.
- Hands-on software development and automation experience, including demonstrated experience using AI to build working solutions with the ability to write, test, debug, deploy, and maintain code used in production workflows.
- 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 areas such as identity and access, SaaS applications, collaboration platforms, endpoints, and developer tooling.
Preferred qualifications
- Experience with technologies represented in HackerOne’s support environment, such as 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 a fast-moving SaaS, cybersecurity, developer-tools, or similarly technical environment.
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
- Employee Assistance Program
Workplace
- Working onsite at the Pune, India office.
Skills
- Git
- APIs
- AI Agents
- LLM-powered Applications
- Okta
- 1Password
- Slack APIs
- Kandji
- AWS
- Bedrock
- Linear
- Claude
Show all 15 skills
- ChatGPT
- Workato
- Google Workspace
