Trust & Safety Specialist – Technical

The GitHub Trust & Safety team is looking for a full-time team member based in the Australia, Japan, or New Zealand.

Trust & Safety is a distributed team whose overall mission is to help maintain a safe, welcoming, and productive environment for GitHub and npm.js’s diverse community of users. The Trust & Safety team investigates reports of abuse, processes content removal requests, and works closely with other internal teams to help develop and maintain GitHub’s user-facing site policies and internal policies and procedures related to user-generated content moderation.

This role may require working one weekend day a week and may include non-standard working hours, including holidays. This role may require reviewing content that may be graphic, violent, sexual, or otherwise distressing.

Responsibilities:

• Capably and consistently maintain multiple task queues covering different fields of knowledge.
• Investigate and respond to reports of abuse on GitHub.com and npm.js, including categories such as:
  • Malicious Code, including malware, cryptocurrency abuse, phishing, and other reports of fraudulent activity
  • Spam
  • Harassment
  • Impersonation
  • Privacy violations
  • Objectionable speech and content such as hate speech and pornography
• Organize and triage the team’s ticket queue periodically on a daily basis
• Review and process requests to remove sensitive data and personal information
• Catalog workflow, log noteworthy events, and apply data to improve procedures

Minimum Qualifications:

• Interest in and knowledge of cybersecurity, malicious code, malware, cryptocurrency, etc.
• Ability to effectively communicate technical information to non technical users and internal stakeholders
• Technically-minded with good problem-solving skills
• Excited to learn and become proficient in new tools
• Operationally-minded with excellent attention to detail
• A strong sense of empathy and the ability to advocate for others
• Interest in user-generated content moderation and the policy behind it
• Self-starter who works well without direct supervision
• Team player with excellent collaboration skills
• Comfortable with ambiguity and making decisions with incomplete or conflicting information

Preferred Qualifications:

• Previous experience using GitHub, git, or other version control systems
• Basic understanding of coding languages such as Javascript or Python
• Previous experience in investigations related to malware and/or malicious code
• Previous experience working in a Technical Support role
• Previous Trust & Safety experience
• Experience with the open source community
• Previous experience as a legal assistant or other law or policy-based profession working with attorneys
• Experience communicating with users/customers
• Experience working remotely