Security Support Specialist

TRM Labs

4d • Remote

About The Position

The Security Support Specialist is a frontline member of the Enterprise Security team, responsible for keeping TRM’s employees productive and secure. They own day‑to‑day security and IT support operations through our internal help channels and ticketing system, with a strong focus on identity and access management, employee onboarding/offboarding, and endpoint/user support. They collaborate cross-functional teams within Security and other areas of the business across time zones to resolve issues quickly, uphold SLAs, and continually improve how support is delivered.

Requirements

• Proven experience in a technical support, helpdesk, or IT operations role where you were responsible for answering user requests, managing a ticket queue, and meeting SLAs in a dynamic environment
• Ability to explain technical topics to non‑technical colleagues, write concise updates in tickets, and keep stakeholders informed about progress and next steps
• Familiarity with core concepts such as single sign‑on, multi‑factor authentication, group/role‑based access control, and account lifecycle events (creation, modification, suspension, deprovisioning)
• Experience supporting users in a predominantly cloud/SaaS environment, including a mix of Identity Providers, Productivity suites, Collaboration tools, Line‑of‑business applications (CRM, finance, HR, or similar platforms)
• Habit of accurately documenting your work, closing the loop on open issues, and proactively following up on items that are blocked or waiting on others

Nice To Haves

• A long history of providing excellent customer service
• Ability to distill a technical topic down for a wide audience
• Interest in reducing repeated manual work through better processes, templates, and lightweight automation
• Awareness of compliance frameworks such as SOC2, ISO 27001, UK Cyber Essentials
• Foundational networking knowledge (e.g. TCP/IP, firewalls, VPNs)

Responsibilities

• Handle incoming requests through our internal support channels and ticketing system, triaging, prioritizing, and resolving issues across accounts, applications, and endpoints while maintaining agreed response and resolution targets
• Execute and refine phases of employee onboarding/offboarding to ensure new hires, contractors, and leavers are correctly set up or deprovisioned across accounts, devices, and core tools, in partnership with People, Finance, and Security
• Serve as a primary point of contact for access requests, account troubleshooting, and sign‑in issues across our identity platform(s), productivity suite, collaboration tools, and key business applications
• Support employees with day‑to‑day device and client software problems (e.g., sign‑in failures, performance issues, management agent errors), ensuring corporate security controls remain in place
• Gather clear technical context, initiate an escalation to the appropriate owner, and track it through to closure while keeping stakeholders informed
• Identify patterns in recurring requests or failure modes, and work with the team to update documentation, refine workflows, and reduce operational toil

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed