{"id":1659253,"url":"https://alion.io/job/iru-support-engineer","title":"Support Engineer, EMEA","company":{"id":15685,"name":"Iru","domain":"iru.com","url":"https://alion.io/company/iru","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":91,"open_postings":19,"ghost_share":0,"stale_share":0.368,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":140000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Entra ID","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Okta","optional":false},{"name":"Windows","optional":false},{"name":"Freshdesk","optional":true},{"name":"ISO 27001","optional":true},{"name":"Jira","optional":true},{"name":"Linear","optional":true},{"name":"PowerShell","optional":true},{"name":"Rest API","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-10-01T16:22:31Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-06T19:28:53Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Opportunity\nAs 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.\nThis 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.\nLocation & 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.\nWhat you'll do day to day\nResolve 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.\n\nOwn 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.\n\nShape 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.\n\nTroubleshoot across the full Iru platform, including:\n\nEndpoint: enrollment, configuration, app deployment, and patching on Mac, iPhone, iPad, Apple TV, Windows, and Android, plus EDR and vulnerability management\n\nIdentity: passwordless access, SSO, and identity providers like Microsoft Entra ID and Okta\n\nCompliance: compliance automation and Trust Center\n\nAPIs, MCP, and integrations\n\nFind 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.\n\nWork with engineering to get bugs fixed. Bring issues to the right product team with the evidence they need to fix them quickly.\n\nStay 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.\n\nHow we measure success\nWe care about the experience customers have with us, not just speed. You'll be accountable for:\nCustomer satisfaction: how customers feel about the help they got from you.\n\nTechnical accuracy: your answers and fixes are correct the first time, and customers don't have to come back because something was missed.\n\nClear communication: customers understand what's happening, what you've checked, and what comes next, in writing and on calls.\n\nResponsiveness: you meet response and follow-up targets on chats and tickets.\n\nTicket ownership: your tickets have clear updates, correct statuses, and few avoidable reopens.\n\nReliability: you're present during your working hours, so your teammates and customers know they can count on you.\n\nWhat you'll bring\n3+ years in IT administration, technical support, or a similar hands-on role supporting end users, fleets of devices, or IT systems\nStrong working knowledge of macOS and iOS/iPadOS, plus experience with Windows (Android is a plus)\n\nHands-on experience with a mobile device management (MDM) or unified endpoint management (UEM) platform\n\nWorking knowledge of identity providers and SSO (Microsoft Entra ID, Okta, SAML, SCEP/certificates)\n\nWorking knowledge of endpoint security tools, such as EDR and vulnerability management\n\nWorking knowledge of REST APIs and integrations\n\nComfort in Terminal and PowerShell: reading logs, running commands, and understanding what a script does before you share it\n\nA methodical approach to troubleshooting: you reproduce, isolate, and document instead of guessing\n\nClear, 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.\n\nCuriosity and adaptability. You enjoy learning new products and can move between chat, tickets, calls, and tools without losing sight of the bigger picture.\n\nNice to have\nApple certifications (e.g., Apple Certified IT Professional) or Microsoft endpoint certifications\nExposure to compliance frameworks such as SOC 2 or ISO 27001\n\nExperience with modern support and workflow tools, such as a help desk platform (Freshdesk, Plain, Zendesk) or an issue tracker (Linear, Jira)\n\nExperience supporting enterprise customers through complex, multi-team technical issues","description_format":"text","description_chars":4916,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Germany","iso":"DE","kind":"region"},{"name":"France","iso":"FR","kind":"region"},{"name":"United 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