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Iru is an AI-powered security and IT platform used by fast-growing companies to secure users, apps, and devices. The platform unifies identity & access, endpoint security & management, and compliance automation. Backed by top-tier investors (General Catalyst, Tiger Global, Felicis, First Round Capital), Iru raised $100M in July 2024 at an $850M valuation. Customers include Cursor, Vercel, Bumble, Plaid, Glean, Apollo, Replit, and Mercor.
As a Support Engineer, you will be the primary point of contact for customers when technical issues arise. This is a hands-on troubleshooting role, not a script-reading position. You will resolve customer issues across chat, email, and video calls, owning every ticket from first reply to resolution. You'll work live chats, manage email tickets, and conduct scheduled troubleshooting calls with screen sharing when needed.
You will troubleshoot across the full Iru platform, including endpoint management (enrollment, configuration, app deployment, patching on Mac, iPhone, iPad, Apple TV, Windows, Android, plus EDR and vulnerability management), identity systems (passwordless access, SSO, Microsoft Entra ID, Okta), compliance automation, APIs, MCP, and integrations. Your approach will be methodical: reading device, agent, and browser logs, reproducing issues in test environments, and ruling out causes systematically. You'll work with engineering teams to escalate bugs with the evidence needed for quick fixes.
You'll be part of a global support team providing 24/7 coverage across North America, EMEA, and APAC. The London role is hybrid: Tuesdays, Wednesdays, and Thursdays in the office near Liverpool Street; Mondays and Fridays remote. Working hours are 7:00 AM–4:00 PM UK time.
Success is measured on customer satisfaction, technical accuracy, clear communication, responsiveness to chats and tickets, ticket ownership quality, and reliability during working hours. You'll shape the customer experience through every interaction, ensuring guidance is helpful, respectful, and technically accurate.
REQUIREMENTS:
- 3+ years in IT administration, technical support, or similar hands-on role supporting end users, device fleets, or IT systems
- Strong working knowledge of macOS and iOS/iPadOS, plus Windows experience (Android is a plus)
- Hands-on experience with mobile device management (MDM) or unified endpoint management (UEM) platforms
- Working knowledge of identity providers and SSO (Microsoft Entra ID, Okta, SAML, SCEP/certificates)
- Working knowledge of endpoint security tools (EDR, vulnerability management)
- Working knowledge of REST APIs and integrations
- Comfort in Terminal and PowerShell: reading logs, running commands, understanding scripts
- Methodical troubleshooting approach: reproduce, isolate, document
- Clear, concise writing with good judgment about tone
- Curiosity and adaptability; ability to move between chat, tickets, calls, and tools
NICE TO HAVE:
- Apple certifications (e.g., Apple Certified IT Professional) or Microsoft endpoint certifications
- Exposure to compliance frameworks (SOC 2, ISO 27001)
- Experience with modern support tools (Freshdesk, Plain, Zendesk) or issue trackers (Linear, Jira)
- Experience supporting enterprise customers through complex, multi-team technical issues
