Platform Engagement Coordinator

Platform Engagement Coordinator

Helpline · Location Options, including Berlin, Brussels, New York, San José CR, Washington, District of Columbia (Hybrid)

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The Organization and Role

About Access Now

Access Now defends and extends the digital rights of people and communities at risk. As a grassroots-to-global organization, we partner with local actors to bring a human rights agenda to the use, development, and governance of digital technologies, and to intervene where technologies adversely impact our human rights. By combining direct technical support, strategic advocacy, grassroots grantmaking, and convenings such as RightsCon, we fight for human rights in the digital age.

About this role

The Platform Engagement Coordinator will lead internal efforts of the Digital Security Helpline to engage with Trust and Safety teams at tech platforms and providers of third party infrastructure, including: email, hosting, data storage, and social media, and others that directly affect the digital security of users and communities at risk.

This includes developing and maintaining communication with the relevant tech platforms and firms, as well as supporting the global incident response efforts of the Helpline, with emphasis on incidents that take place on said third party services.

The person selected for this role will report to the Helpline Director and will work closely with the  Helpline’s Incident Response Lead, Documentation Coordinator, Administrative and Communications Coordinator, and in support of Security Incident Handlers. They will also coordinate closely with Access Now’s Tech Legal Counsel and Policy Business and Human Rights Lead.

This role will require a degree of flexibility to work across time zones, but the successful candidate will preferably be based in a timezone that aligns with the Americas or European/African timezones.

What you will do

• Support the team of Security Incident handlers in the management of incidents happening on corporate and third party platforms, including by engaging in regular meetings, serving as an internal escalation point, owning selected cases, co-leading an internal working group, and  conducting follow ups through platform’s points of contact.
• Build and nurture relationships with tech platforms and companies and Trust and Safety teams, to build and improve escalation processes, including by following industry best practices for addressing the needs of human rights defenders and members of civil society.  
• Work with the Helpline management team and Incident Response Lead to improve the efficiency and effectiveness of the Helpline procedures and workflows to manage incidents happening on third party infrastructure, including by participating and supporting internal quality review processes.
• Review, organize, write and maintain incident response workflows, playbooks, templates and other documentation related to incidents happening on third party infrastructure, in collaboration with the Documentation Coordinator.
• Analyze incident data to identify specific vulnerabilities and gaps in platform escalation mechanisms, in order to make recommendations through public or confidential reports and security advisories that enable preparation and remediation both in individual cases and in response to trends affecting larger communities.
• Continuously analyze tools, techniques and tactics used by adversaries and the techniques used to defend against them, as it relates to incidents happening on third party infrastructure.
• Collaborate with key stakeholders in Access Now, including the Tech Legal Counsel and Policy Business and Human Rights Lead, US / EU policy leads to share trends and discuss approaches to advance programmatic objectives.
• Provide expertise to the larger ecosystem of organizations supporting civil society, including within the Computer Incident Response Center for Civil Society (CiviCERT), to share knowledge and tools, and increase CiviCERT connection with Trust and Safety teams.
• Facilitate research across interested groups on effective partnership and meaningful engagement models for Trust and Safety partner programs (priority flaggers, trusted partner), including through analysis and publication of data-driven research.
• Support the Helpline efforts to develop the skills and expertise of incident handlers (tier 1), especially as it relates to incidents happening on third party infrastructure.
• Lead the Helpline engagement with the Trust and Safety community, including by attending and presenting in key events to raise awareness of the impact of issues affecting Civil Society activists and response teams.
• Investigate the tooling ecosystem used by Trust and Safety teams, to gain a better understanding of the technologies used to respond and resolve cases at scale, and evaluate their impact on the subset of cases observed by the Digital Security Helpline.
• Other duties as assigned by the Helpline Director.

Skills, education, and mindset you will bring

• Excellent written and verbal communication skills in English, additional languages are a plus;
• Solid understanding of digital safety for at-risk users, including concepts like risk assessment and incident response;
• Demonstrated relevant experience working and coordinating with others in the resolution of digital security incidents;
• Experience working in incident response or customer support escalation teams; coordination with Trust and Safety, or Human Rights teams within platforms are a plus;
• Strong project management and organizational skills;
• Demonstrated commitment to principles of human rights, social justice, and gender equality;
• Prior experience working with, or interest in supporting human rights defenders, activists and organizations, and other communities of interest of the Helpline, such as women groups, queer communities, climate activists, human rights lawyers, journalists, among others;
• Appropriate education and work preparation for the role, with bachelor or master degree equivalent in computer science (or similar) preferred.
• Experience leading and coordinating data-driven research is a plus

The Details

Location

This is a full-time position, with preference for our current office locations. The successful candidate must possess the right to work in the location in which they will be based. At this time most Access Now Team Members are working through hybrid office arrangements, combining remote at-home work with intermittent use of offices and/or co-working spaces.

Remuneration

Access Now offers competitive compensation and benefits packages that align competitively with locations and regions around the world. Location-specific examples of initial placement within the salary range for this role include:

• €6,075.00 EUR gross monthly (Germany)
• $6,700.00 CAD gross monthly (Canada)
• $6,027.00 USD gross monthly (United States)
• $3,988.00 USD gross monthly (Costa Rica)

Benefits for this specific role are tied to the location, and will vary. Regardless of location, all Team Members benefit from a strong global culture aligned around:

• Work-life balance...including a generous paid time-off program between 36 and 40 days annually

• Access to supplemental health care insurance policies

• Professional development and growth opportunities

• Extensive workplace flexibility

• Organizational resilience and support for all team members, including paid family leave and employee assistance programs

• Connection to a diverse, global team of passionate, principled professionals

• Opportunities to recharge (including one month of paid refresher leave after 4 years)

How to Apply

Please submit the following documents:

• Résumé/CV (removing all personally identifying information such as age, gender, marital status, address, and photo)
• Thoughtful cover letter outlining your suitability for our role, with particular attention to your experience aligning to the core functions

Our hiring teams review applications submitted through our Career Openings page; email submissions are not accepted. Please note that if you are applying via a link in a 3rd party system (examples: Indeed, Glassdoor, LinkedIn, Snaphunt, Zip Recruiter), be sure that you are going through the application link in BambooHR so that you are properly uploading a distinct Cover Letter and a separate CV/Resume.

In order for us to communicate with you on the status of your application, please add apps.bamboohr.com to your contacts list, and check spam or junk folders so that you do not miss updates from us.

We are a global human rights organization committed to inclusivity and equity, and seek the most talented team members who bring their true selves, with diverse backgrounds, cultures, perspectives, and experiences. We are interested in receiving applications from people who consider themselves as under-represented in their talent communities. As an equal opportunity employer, we value and encourage diversity and consider applicants for all positions without regard to race, color, religion, creed, gender, sex, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status. Our commitment applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits, and termination.

Published 2024-10-18

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Standort

Location Options, including Berlin, Brussels, New York, San José CR, Washington, District of Columbia (Hybrid)

Abteilung

Helpline

Beschäftigungsstatus

Voll-Zeit

Minimale Berufserfahrung

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