Remote Mediation Specialist III

Summary

The job is for a Mediation Team member at HackerOne, a human-powered security company. The role involves handling hacker and customer mediation tickets, working with the team on trends and pain points, suggesting and creating knowledge base updates, providing education to hackers, and occasionally supporting in other ticket queues. The job is remote within India and requires 3 years of experience as a Security Analyst.

Requirements

• A minimum of 3 years experience as a Security Analyst
• 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

Responsibilities

• Handle hacker and customer mediation tickets
• Work with the Mediation team on hacker-related trends and pain-points
• Suggest & create knowledge base updates for Hacker Mediation Processes
• Provide education to hackers
• Occasionally, support in other Support & Mediation ticket queues

Preferred Qualifications

• Ability to explain complex technical issues in clear and concise ways
• 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