Security Support Specialist

🔥 1 hour ago

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TRM Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

₿ Crypto

📋 Compliance

🤝 B2B

Crypto • Compliance • B2B

TRM Labs is a blockchain intelligence company that provides transaction-monitoring, forensics, and compliance solutions for businesses and public-sector organizations dealing with cryptocurrencies. Their platform and products (examples: Compliance360, Investigation360, Seizure360, Supervision360, BlockInt API, MCP, wallet screening, Know-Your-Asset) help banks, crypto firms, regulators, law enforcement, and tax authorities detect, investigate, and block illicit crypto activity, support seizures, and meet AML/CTF and supervision requirements. TRM also offers training and certification (TRM Academy) and professional services such as incident response and capacity development.

📋 Description

• 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 • 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 • Identify patterns in recurring requests or failure modes, and work with the team to update documentation, refine workflows, and reduce operational toil

🎯 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 • 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

🏖️ Benefits

• Additionally, this role may be eligible to participate in TRM’s equity plan