Senior Automation Engineer, IT Help Desk

The role

You will build and operate an AI-native IT support model by creating AI agents and automations. You will use code and data to shift support from human intervention toward automated resolution for a technical organization.

What you will do

• Build an AI Native IT support experience using AI agents for Tier 1 support.
• Write code to build, deploy, operate, and improve agents and automations.
• Own the effectiveness of the Tier 1, Tier 2, and Tier 3+ support model.
• Deliver internal customer experience for a technical organization.
• Use data to understand support demand and performance.
• Apply First Principles Problem Solving to attack root causes of support needs.
• Practice Change Agility as AI capabilities and tools evolve.
• Provide technical support across identity, access, SaaS, and AI infrastructure.
• Establish a feedback loop between service and engineering.

Required qualifications

• Significant hands-on experience supporting a technical, developer-heavy organization.
• 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.
• Demonstrated experience using AI to build working solutions, including writing, testing, debugging, deploying, and maintaining code.
• Experience building or operating AI agents, LLM-powered applications, or agentic workflows.
• Experience integrating AI capabilities with enterprise systems, APIs, data, or internal tooling.
• Experience operating technically complex enterprise support or IT environments across identity and access, SaaS, collaboration platforms, endpoints, and developer tooling.
• 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.
• Experience instrumenting support systems and using operational data to improve resolution rates or service quality.
• Experience working in a fast-moving SaaS, cybersecurity, or developer-tools 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 (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program

Before you apply

• Visa/work permit sponsorship is not available.
• Employment is contingent on a background check.

About the company

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). The H1 Platform unites agentic AI solutions with security researchers ingenuity to secure the AI-native enterprise.