[Hiring] Security Operations Support Specialist @BETBY

Role Description

This is a fully remote position for candidates based in Latin America. This is roughly 10:00–19:00 or 11:00–20:00 in UTC-3, depending on the season.

We are looking for a Security Operations Support Specialist to join our Security Operations team as second-line support for security and access requests. You will handle requests escalated from the helpdesk:

• Network access
• Password resets
• Account recovery
• MFA issues
• Endpoint security support

You will make standard changes in our security systems by following runbooks and procedures defined by the responsible security administrators. This role does not own or configure security systems. Your focus is to handle requests quickly, accurately, and securely, within the defined internal SLAs:

• Verify identities and approvals
• Carry out standard operations
• Troubleshoot common issues
• Escalate anything outside standard procedures

During the evening shift, you will often be the main point of contact for security support, so you need to work independently and use sound judgement. In addition to the regular shift, the role includes weekend on-call duty on a rotating schedule shared with the L3 security administrators.

Responsibilities

• Access and identity support:
  • Handle account recovery and MFA re-enrolment, with strict identity verification as required by procedures.
  • Grant and change user access according to approved requests and runbooks.
• Network access support:
  • Provide and adjust network access in SASE and NGFW systems according to runbooks defined by the network security administrator.
  • Troubleshoot common connectivity and remote access issues, and escalate non-standard cases.
• Endpoint security support:
  • Adjust endpoint security policies, trigger forced updates and resolve common XDR/MDM agent issues according to instructions from the security administrator.
  • Support users with endpoint security issues within the defined procedures.
• Request handling and escalation:
  • Handle tickets escalated from the helpdesk and complete all activities within the defined internal SLAs.
  • Escalate cases outside standard procedures to the responsible administrators.
  • Keep tickets accurate and complete, with evidence of verification and approvals, so that records are ready for audit.
• Documentation and improvement:
  • Maintain user-facing instructions and the knowledge base, and suggest improvements to runbooks based on recurring requests.
  • Report suspicious requests and possible security incidents to the security team.
• On-call duty:
  • Take part in weekend on-call duty on a rotating schedule with the L3 security administrators, responding to urgent requests and incidents within the defined SLAs.

Requirements

• At least 1 year of experience in IT support, service desk or a similar technical support role.
• Understanding of networking basics: TCP/IP, DNS, VPN, firewalls and remote access concepts.
• Understanding of identity and access management basics: SSO, MFA, password policies, role-based access.
• Practical experience supporting Windows and macOS endpoints. Linux basics are a plus.
• Experience working with ticketing systems (e.g. Jira Service Management) and handling requests within defined SLAs.
• Ability to follow runbooks and procedures strictly and to recognise when a request falls outside them.
• Aware of social engineering risks and the importance of strict identity verification for password resets and account recovery.
• Ability to work independently during a shift when administrators are only partly available.
• Attention to detail, a responsible attitude to access-related operations, and clear written communication with users.
• English at an intermediate level or higher.

Benefits

• Comprehensive health insurance with coverage for your well-being.
• Paid sick leave up to 10 days without medical certificate.
• 20 days of paid vacation plus additional leave for important life events.
• Learning and growth opportunities with support for professional development.
• Language learning support for multilingual collaboration.
• Modern hardware provided for your work.
• International team environment across multiple countries.
• Corporate events and team activities.
• Welfare support program for critical situations.
• Gifts and support for major life milestones.