TRM Labs
Security Support Specialist
Job Description
[AI-summarized by JobStash]
You will own day-to-day security and IT support operations through internal help channels and a ticketing system. You will triage, prioritize, and resolve account, application, and endpoint issues while meeting response and resolution targets. You will execute and refine employee onboarding and offboarding to ensure correct provisioning and deprovisioning across accounts, devices, and tools. You will serve as a primary point of contact for access requests, account troubleshooting, and sign-in issues across identity platforms and business applications. You will resolve endpoint and client-side device and software problems, and ensure corporate security controls remain in place. You will gather technical context and coordinate structured escalations to engineering, security, or vendors and track issues through to closure. You will identify recurring request patterns and update documentation and workflows to reduce operational toil.
Requirements
- āProven experience in technical support helpdesk or IT operations managing a ticket queue and meeting SLAs
- āClear and structured communication to explain technical topics and write concise ticket updates
- āFamiliarity with identity and access management concepts such as single sign-on multi-factor authentication group and role based access control and account lifecycle events
- āExperience supporting users in a cloud SaaS environment including identity providers productivity suites collaboration tools and line of business applications (CRM finance HR)
- āOperational rigor and ownership including accurate documentation and proactive follow up
- āCustomer service experience (nice to have)
- āAbility to distill technical topics for wide audiences (nice to have)
- āInterest in reducing manual work through process improvements and lightweight automation (nice to have)
- āAwareness of compliance frameworks such as SOC2 ISO 27001 and UK Cyber Essentials (nice to have)
- āFoundational networking knowledge such as TCP IP firewalls and VPNs (nice to have)
Responsibilities
- āOwn frontline security and IT support operations
- āHandle incoming requests through internal support channels and ticketing systems
- āTriage, prioritize, and resolve account application and endpoint issues
- āExecute and refine employee onboarding and offboarding across accounts devices and tools
- āServe as primary point of contact for access requests account troubleshooting and sign-in issues
- āSupport endpoint and client-side device and software problems ensuring security controls
- āCoordinate escalations by gathering technical context and tracking to closure
- āIdentify recurring patterns and improve documentation workflows to reduce toil