Senior Automation Engineer, IT Help Desk

Location: Pune, India (working onsite)

Position Summary

HackerOne is building an AI-native approach to Enterprise IT, where AI agents are the first line of support and every human interaction becomes an opportunity to make those agents smarter. As Senior Automation Engineer, IT Help Desk, you will build and operate this model—combining exceptional internal customer service with hands-on engineering to create AI agents, automations, and support experiences that help Hackeronies do their best work.

This is not a traditional help desk role. You will work in a highly technical, developer-heavy environment and be expected to build with AI yourself: writing code, developing and improving agents, understanding developer workflows, and using data to systematically shift support from human intervention toward automated resolution. The underlying model is Tier 1 AI Agents, Tier 2 human support/on-call, and Tier 3+ deep technical escalation to owning teams, with the explicit goal of continually moving repeatable work toward Tier 1.

We opened our new office in Pune, India to welcome team members who value in-person connection, collaboration, and shared purpose. For the types of challenges we’ll tackle and the work we’ll do together, we believe in-person connection will be essential to building strong relationships, solving problems effectively, and fostering a vibrant community.

As a fully integrated part of HackerOne’s global team, the Pune office will play a meaningful role in advancing our culture and mission. At HackerOne, we Win Together – and our Pune team will help lead the way by shaping a dynamic, in-person culture rooted in purpose and partnership.

Primary Responsibilities

Success in the Senior Automation Engineer, IT Help Desk role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne.

• 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. Write code and build, deploy, operate, and continuously improve the agents and automations that power this experience.

• 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 that can move back into Tier 1.

• 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 failure modes, and use measures such as Tier 1 resolution and owning-team velocity to determine where engineering and automation can have the greatest impact.

• Use First Principles Problem Solving to attack the root cause of recurring support needs rather than repeatedly treating symptoms. Simplify systems, eliminate unnecessary work, and design durable solutions that reduce friction for employees and technical teams.

• Practice Change Agility as AI capabilities, enterprise tooling, and HackerOne’s ways of working rapidly evolve. Experiment, learn from failures, and continuously adapt the support architecture as better models, tools, and approaches become available.

• Provide technically credible support across a broad enterprise environment spanning identity and access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, and AI infrastructure, while partnering effectively with Security, Engineering, Enterprise Systems, and other owning teams for deep technical escalations.

• Establish an obsessive feedback loop between service and engineering: understand what Hackeronies are trying to accomplish, document what AI cannot yet solve, identify opportunities to improve agents and tooling, and make the support experience measurably better over time.

Minimum Qualifications

• 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—not simply consuming AI applications—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, with demonstrated ability to diagnose problems and determine when deep technical escalation is required.

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.

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

• Employee Assistance Program

Visa/work permit sponsorship is not available.