Support Engineer

The Opportunity

As a Support Engineer at Iru, you'll be the person our customers turn to when something isn't working. To them, you are Iru. IT and security teams use Iru to manage their devices, identity, and compliance in one place. When something breaks, they need answers that are fast, reliable, and clear.

This isn't a script-reading role. You'll dig into tricky technical problems, work alongside our engineering teams to get them fixed, and write down what you learn so the next customer (and the next engineer) gets help faster. You'll also be part of a global team that keeps support running around the clock across North America, EMEA, and APAC.

Location & schedule: London (hybrid). You'll work from our office near Liverpool Street on Tuesdays, Wednesdays, and Thursdays, and from home on Mondays and Fridays. Working hours are 7:00 AM-4:00 PM UK time.

What you'll do day to day

• Resolve customer issues across chat, email, and video calls. You'll work live chats, own email tickets, and run scheduled troubleshooting calls over video when a screen share is the fastest way to a fix.

• Own every ticket until it's resolved. Set clear expectations, tell customers what you're checking and when they'll hear back, and keep tickets complete and up to date. You stay the customer's point of contact from first reply to fix.

• Shape the customer experience. Every interaction you have affects how customers feel about Iru. You make sure the guidance they get is helpful, respectful, and technically accurate across every product we support.

• Troubleshoot across the full Iru platform, including:

• Endpoint: enrollment, configuration, app deployment, and patching on Mac, iPhone, iPad, Apple TV, Windows, and Android, plus EDR and vulnerability management

• Identity: passwordless access, SSO, and identity providers like Microsoft Entra ID and Okta

• Compliance: compliance automation and Trust Center

• APIs, MCP, and integrations

• Find the root cause. Read device, agent and browser logs, reproduce issues in a test environment, and rule out causes until you know what's actually happening.

• Work with engineering to get bugs fixed. Bring issues to the right product team with the evidence they need to fix them quickly.

• Stay steady under pressure. When things get busy or something affects many customers at once, you keep a clear head, prioritize well, and keep communication calm and precise. Customers often reach out when they're under pressure themselves, and you meet that with patience and empathy while keeping the conversation focused on getting them back on track.

How we measure success

• We care about the experience customers have with us, not just speed. You'll be accountable for:

• Customer satisfaction: how customers feel about the help they got from you.

• Technical accuracy: your answers and fixes are correct the first time, and customers don't have to come back because something was missed.

• Clear communication: customers understand what's happening, what you've checked, and what comes next, in writing and on calls.

• Responsiveness: you meet response and follow-up targets on chats and tickets.

• Ticket ownership: your tickets have clear updates, correct statuses, and few avoidable reopens.

• Reliability: you're present during your working hours, so your teammates and customers know they can count on you.

What you'll bring

• 3+ years in IT administration, technical support, or a similar hands-on role supporting end users, fleets of devices, or IT systems

• Strong working knowledge of macOS and iOS/iPadOS, plus experience with Windows (Android is a plus)

• Hands-on experience with a mobile device management (MDM) or unified endpoint management (UEM) platform

• Working knowledge of identity providers and SSO (Microsoft Entra ID, Okta, SAML, SCEP/certificates)

• Working knowledge of endpoint security tools, such as EDR and vulnerability management

• Working knowledge of REST APIs and integrations

• Comfort in Terminal and PowerShell: reading logs, running commands, and understanding what a script does before you share it

• A methodical approach to troubleshooting: you reproduce, isolate, and document instead of guessing

• Clear, concise writing and good judgment about tone. You can explain a complex issue to a busy IT admin, adjust to how a customer is feeling, and write a wiki article another engineer can follow.

• Curiosity and adaptability. You enjoy learning new products and can move between chat, tickets, calls, and tools without losing sight of the bigger picture.

Nice to have

• Apple certifications (e.g., Apple Certified IT Professional) or Microsoft endpoint certifications

• Exposure to compliance frameworks such as SOC 2 or ISO 27001

• Experience with modern support and workflow tools, such as a help desk platform (Freshdesk, Plain, Zendesk) or an issue tracker (Linear, Jira)

• Experience supporting enterprise customers through complex, multi-team technical issues