Senior Technical Support Specialist

HackerOne is seeking a Senior Technical Support Specialist for its Pune, Maharashtra, India office. This in-office role requires working EST hours and is critical for providing expert technical assistance to HackerOne’s largest and most strategic enterprise customers. As a key escalation point for complex technical issues, you will leverage deep technical knowledge, excellent customer communication, and comfort in high-stakes support scenarios to maintain service quality, SLA performance, and customer satisfaction.

Key Responsibilities:

• Act as a senior escalation point for intricate technical and enterprise customer issues.
• Troubleshoot and provide support for integrations including SSO/SAML/SCIM, APIs, and complex enterprise system configurations.
• Engage directly with customers to resolve issues through live calls, video conferencing, and written communication.
• Manage the end-to-end lifecycle of issues, including scheduling, stakeholder coordination, and driving resolutions.
• Analyze platform behavior using diagnostic tools such as Datadog, Looker, Snowflake, and internal diagnostics.
• Maintain accurate case records and document findings clearly within our ticketing system (e.g., Freshdesk).
• Collaborate closely with Engineering, Product, and Data teams to address high-impact customer issues.
• Contribute to internal knowledge sharing and process improvements to enhance support excellence.

What You Bring:

• A minimum of 5 years of experience in a technical support, solutions support, or customer-facing technical role.
• Proficient hands-on experience with SSO/SAML/SCIM, integrations, APIs, and enterprise-level troubleshooting.
• Demonstrated ability to support large, enterprise customers in highly complex environments.
• Exceptional verbal and written communication skills, with the ability to articulate technical concepts to diverse audiences.
• Confidence in troubleshooting issues live during customer calls and leading conversations to successful resolution.
• Experience with ticketing systems such as Freshdesk or similar platforms.
• A strong ownership mindset, meticulous attention to detail, and the ability to prioritize effectively in a fast-paced environment.
• Willingness and availability to consistently work EST shifts.

Nice to Have:

• Experience supporting SaaS platforms at scale.
• Familiarity with security concepts, vulnerability management, or bug bounty programs.
• Experience supporting customers across multiple international time zones.

HackerOne offers comprehensive benefits including health insurance, equity stock options, retirement plans, generous paid time off, and parental leave. We are an equal opportunity employer committed to diversity and inclusion. Please note that visa/work permit sponsorship is not provided, and employment is contingent on a background check.

Compensation Range: ₹23,28,000 - ₹26,19,000