Senior Automation Engineer, IT Help Desk

Overview

Senior Automation Engineer, IT Help Desk role at HackerOne, based onsite in Pune, India. The role builds and operates an AI-native enterprise IT support model in which AI agents serve as the first line of support.

What you'll do

• 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 the support experience.
• Own the effectiveness of the Tier 1 / Tier 2 / Tier 3+ support model, enabling Tier 2 to resolve issues AI cannot and establishing clear paths to deep technical owners at Tier 3+.
• 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.
• Apply data-driven decision making to understand support demand and performance, instrument the support experience, and identify patterns and failure modes.
• Use first principles problem solving to address root causes of recurring support needs, simplify systems, and design durable solutions.
• Adapt the support architecture as AI capabilities, enterprise tooling, and ways of working evolve.
• Provide technically credible support across identity and access, collaboration, endpoints, SaaS, developer tooling, APIs, data systems, and AI infrastructure, partnering with Security, Engineering, Enterprise Systems, and other owning teams for deep technical escalations.
• Maintain a feedback loop between service and engineering by documenting what AI cannot yet solve and identifying opportunities to improve agents and tooling.

What you'll need

• 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, with demonstrated ability to diagnose problems and determine when deep technical escalation is required.

Nice to have

• Experience with technologies 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.

Details

• Location: Pune, India, working onsite.
• Visa/work permit sponsorship is not available.
• Employment is contingent on a background check.