Security Operations Specialist (Trust and Safety)

We’re looking for a Security Operations Specialist (Trust and Safety) to be part of our Security department.

Are you a security professional ready to take on a key role in ensuring the trust and safety of a growing platform for small businesses? Then Jobber might be the place for you! 

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Jobber has a Security team led by our Senior Director, Security. We have a split focus between governance and operations. All team members are specialized generalists (we have a primary focus but do a bit of everything). As our team develops and grows you will be collaborating with each member while we work towards making Jobber as secure as possible. The security team goal is to focus on team member specialization as we ramp up on capacity and tooling. 

The role:

Reporting to the Manager, Security Operations, the Security Operations Specialist, Trust & Safety will collaborate closely with Jobber support staff to identify, investigate, and resolve issues relating to; spam management, abuse of Jobber’s platform, account compromises, violations of acceptable use policy, and account takeovers.

In this role ideal for those at the intermediate level, you’ll be a “pro” in authentication processes, spam and bot mitigation, AUP policy enforcement, and investigation/remediation of account takeovers. You’ll be part of a security team that is well- equipped with the resources & permissions necessary to perform impactful operational tasks using tools including, but not limited to: Anchor(internal CRM), Sardine, Jobber Admin, Zendesk, Datadog, and Tableau, to resolve account trust and safety issues for Jobber users. In time, you’ll gain a reputation for providing reliable and efficient support to service providers and internal Jobber support teams, because you #giveash*t.

Your impact will be unmatched with an eye for detail, strong analytical skills and proactive communication skills; to recognize and identify patterns and threats, before they become a problem. You will work cross functionally to ensure that fraud alerts are effective and manageable, by balancing the fine line between security and operational efficiency. It will be commonplace for you to seek and gather the right context to solve these complex problems, working on both ongoing projects and urgent operational issues. 

The Security Operations Specialist, Trust & Safety will:

• Identify and address the roadblocks faced by Jobber Service Providers, “SP’s”.
• Play a key role in developing, implementing, and monitoring detection rules to protect our organization from fraudulent activities.
• Manage account takeover processes.
• Action on account maintenance issues escalated to the team by users (e.g. Account Takeovers, Spam communication blocks, and more).
• Investigate, mitigate, report, and maintain processes for spam and credential stuffing incidents, including rule writing.
• Develop and enhance processes & documentation to increase SecOps Team efficiency.
• Support, troubleshoot and action the Jobber teams’ questions in Slack channels with an education and empowerment approach, building org-wide long term knowledge.
• Support SecOps Team duties as needed, including but not limited to assistance with investigations, incident response, and operational tasks to #besupportive.
• Own a high level of responsibility and act with integrity while handling highly sensitive and confidential information.
• Actively open to participate in weekend on-call duties (As needed, rare to semi-regular occurrences).

To be successful, you should have:

• Experience in a Security/Trust & Safety role and familiarity with account security threats (e.g. account takeovers and credential stuffing).
• Proven experience with security tools & platforms used to monitor and mitigate threats plus experience working in a Customer Support or Account Security capacity.
• Excellent communication and interpersonal skills.
• A passion for security, trust & safety and protection.
• Grit in high-pressure situations.
• A creative and resourceful approach to problem-solving, showing initiative, tact & diplomacy. 
• Experience in making data-informed decisions to solve complex problems.
• Proven ability to notice small details.
• An understanding of profile and case building, including analyzing data, identifying patterns, and creating detailed documentation to support investigations and decision-making.
• Ability to work effectively both collaboratively and independently, in a fully remote environment.
• Ability to handle confidential and sensitive information. 
• A growth mindset and vision for the future.

Nice to have:

• Familiarity with Sardine and/or similar fraud prevention tools.
• Familiarity with Datadog and/or similar data tools.
• Familiarity with CloudFlare and AWS.

All interviews are currently being conducted virtually—via phone or video.