Security Support Specialist at Trm Labs

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 networking knowledge (e.g. TCP/IP, firewalls, VPNs) About the Team: - The culture of our team is built on mutual respect, where everyone's opinion is valued and heard - We prioritize flexibility and efficiency, always seeking smarter ways to work without compromising quality - Transparency is at the heart of how we operate, both within the team and with the business, as we focus on clearly communicating and addressing cyber risks - Our collaborative approach ensures that we not only mitigate these risks but also align our efforts with business goals to protect and drive success Time Zones: - Pacific Standard Time (PST - GMT-7) LIFE AT TRM We are building a safer world. That promise shows up in how we work every day. TRM moves quickly. We are a high velocity, high ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback. If something takes months elsewhere, it will ship here in days. Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving. At TRM, you should expect: - Priorities and targets to change quickly as we experiment and iterate - Work that often requires operating with a high degree of ambiguity - A high level of personal ownership and accountability - Close collaboration across teams and functions - Frequent, high-touch communication - Creative problem solving and out-of-the-box thinking - A pace that rewards urgency, adaptability, and outcomes This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires comfort navigating ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment. We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here. At the same time, many people find this work deeply rewarding. If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute. Learn more: Interviewing at TRM: How We Hire and What Success Looks Like [Upgrade to PRO to see link]   AI FLUENCY AT TRM AI fluency is a baseline expectation at TRM. We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks. At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to: - Accelerate repeatable workflows - Structure and solve problems - Improve output quality - Increase speed and leverage You will be evaluated on applied AI fluency during the interview process. LEADERSHIP PRINCIPLES We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions. - Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly. - Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday. - Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger. JOIN OUR MISSION At TRM we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast. TRM is a Series C company with $220M in total funding, backed by Blockchain Capital, Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore. PRIVACY POLICY AND ADDITIONAL INFORMATION By submitting your application, you are agreeing to allow TRM to process your personal information in accordance with the TRM Privacy Policy [Upgrade to PRO to see link] Our typical hiring cycles for specialized roles span 24 to 36 months. Accordingly, we retain your personal information for up to 36 months to evaluate your application and to consider you for current and future employment opportunities, unless you request earlier deletion or a different retention period is required or permitted by law. To notify TRM Labs that you believe this job posting is non-compliant, please submit a report through this form [Upgrade to PRO to see link] No response will be provided to inquiries unrelated to job posting compliance. The use of AI tools of any kind (including but not limited to notetakers, interview assistants, and real-time coaching tools such as Otter.ai, Fireflies, Fathom, Cluey, or similar) during TRM interviews is not permitted without prior approval from TRM. TRM uses its own internal tools for note-taking to ensure a consistent and confidential experience for all candidates. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this form [Upgrade to PRO to see link] RECRUITMENT AGENCIES TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company without a signed agreement. LEARN MORE: COMPANY VALUES [Upgrade to PRO to see link] | INTERVIEWING [Upgrade to PRO to see link] | FAQS [Upgrade to PRO to see link]