Access Now is hiring for a Platform Engagement Coordinator

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.