Security Support Specialist

BUILD A SAFER WORLD. TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. TRM's platforms enable investigators to trace illicit activity, build cases, and construct operating pictures of threat networks. Leading agencies and businesses worldwide rely on TRM to make the world safer and more secure. 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. The impact you will have: - Own frontline Security & IT support operations - 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 - Deliver a smooth employee lifecycle experience - 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 - Provide reliable identity, access, and SaaS support - 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 - Resolve endpoint and client‑side issues - 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 - Coordinate structured escalations - When issues require deeper engineering, security, or vendor involvement, gather clear technical context, initiate an escalation to the appropriate owner, and track it through to closure while keeping stakeholders informed - Improve support processes over time - Identify patterns in recurring requests or failure modes, and work with the team to update documentation, refine workflows, and reduce operational toil What we’re looking for: Must have - Service desk or IT support background - 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 - Clear and structured communication - Ability to explain technical topics to non‑technical colleagues, write concise updates in tickets, and keep stakeholders informed about progress and next steps - Identity and access management fundamentals - 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) - SaaS‑based workplace familiarity - 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) - Operational rigor and ownership - 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 have - 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