Human psychology is weird and some things are just cultural. If you have the ops team make the security@ email alias just forward to support, you could avoid having to go into all that.

"Just email support@" feels like you don't care. That you do, and that your support team is awesome, doesn't change the fact that there are other companies out there who's aren't. Security people are human with human egos, and they want to feel special, so giving them a special way to reach you, even if it's the same thing behind the scene, makes a world of difference.