Senior Support & Enablement Partner

<p>HackerOne is a global leader in offensive security solutions. Our HackerOne Platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle. The platform offers bug bounty, vulnerability disclosure, pentesting, AI red teaming, and code security. We are trusted by industry leaders like Amazon, Anthropic, <a href="http://Crypto.com" rel="noopener noreferrer nofollow" target="_blank">Crypto.com</a>, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.</p><p></p><p>HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.</p><p></p><p><strong>HackerOne Values</strong></p><p>HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is <strong>Customer Obsessed</strong> and prioritizes customer outcomes in our decisions and actions. We <strong>Default to Disclosure</strong> by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners<strong> Win Together </strong>by fostering empowerment, inclusion, respect, and accountability.</p><p></p><h2><strong>Senior Support &amp; Enablement Partner</strong></h2><h2><strong>Location: Groningen, Netherlands</strong></h2><p></p><h2><strong><u>Position Summary</u> </strong></h2><p>Are you an amazing problem solver? Do you have a track record for great service, enablement, and strong technical knowledge? If so, HackerOne wants you to be our new Senior Support &amp; Enablement Partner. This is a hands-on role within the Support &amp; Enablement Partners team, part of HackerOne’s Enterprise Data &amp; AI organization. You’ll provide direct support for employees around the world and help represent Enterprise Data &amp; AI in a visible, high-impact way.<br/><br/><strong>Please note: this role is based in our Netherlands office, in Groningen, with a split of 4 days in-office and 1 day remote.</strong></p><p></p><h2><strong><u>What You Will Do</u></strong></h2><p>As part of the Support &amp; Enablement Partners team, you’ll support and enable employees across systems and tools, while also helping us integrate AI into the way we deliver help, streamline operations, and scale globally.</p><p>Our new Support &amp; Enablement Partner will be fully trained on our tools, systems, and processes after a 90 day onboarding period. You’ll work alongside Applications Engineers to support tickets, devices, and employees. The Support &amp; Enablement Partner role is an amazing entry point to HackerOne. Support &amp; Enablement Partners interact with more employees across the organization than almost any other role in the company, solving problems, learning, building partnerships, and winning together across the company.</p><ul><li><p>Use AI tools and automation to scale our operations, e.g. improve how we manage requests, troubleshoot issues, and build internal knowledge.</p></li><li><p>Onboard to our tools, systems, and processes</p></li><li><p>Effective prioritization and escalation of incoming support tickets</p></li><li><p>Set up new equipment and services for employees</p></li><li><p>Help onboard new hires in our growing global company</p></li><li><p>Troubleshoot computers and technology</p></li><li><p>Maintain our office technology</p></li><li><p>Support employee lifecycle changes across multiple cloud-based systems stemming from our identity provider</p></li></ul><p></p><h2><strong><u>Minimum Qualifications</u> </strong> </h2><ul><li><p>5 years of relevant experience in a support and/or enablement role with a strong customer service mindset</p></li><li><p>Interest in AI tools and how they can be applied to support and enablement</p></li><li><p>Strong problem solver with an eagerness to learn</p></li><li><p>Strong level of experience with macOS, ideally in a support and/or enablement role</p></li><li><p>Strong attention to detail, and ability to document actions and processes</p></li><li><p>Passion for working backwards from the Customer and empathy for business stakeholders</p></li><li><p>Ability and desire to work in the Groningen office 4 days per week</p></li></ul><p></p><h2><strong><u>Preferred Qualifications</u></strong> </h2><ul><li><p>Experience exploring or using AI or automation tools to streamline support and enablement</p></li><li><p>Experience in support ticket management and escalat