Support Engineer (EMEA)

Join Iru as a Support Engineer in London. You'll be the first point of contact for customers experiencing technical issues, providing fast, reliable, and clear solutions. This role requires a methodical approach to troubleshooting, strong technical knowledge, and excellent communication skills. You'll work in a hybrid model, with three days in the office and two days at home. Benefits include health coverage, equity, a home office stipend, and more.

Responsibilities

• Assurer la résolution des problèmes techniques des clients en fournissant des réponses rapides, fiables et claires.
• Travailler en collaboration avec les équipes d'ingénierie pour identifier et résoudre les bogues, et documenter les solutions pour améliorer l'efficacité du support.
• Gérer chaque ticket de support de manière proactive, en maintenant une communication claire et en établissant des attentes réalistes pour les clients.
• Apple certifications (e.g., Apple Certified IT Professional) or Microsoft endpoint certifications
• Exposure to compliance frameworks such as SOC 2 or ISO 27001

Requirements

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

Working knowledge of REST APIs and integrations

• Working knowledge of endpoint security tools, such as EDR and vulnerability management
• 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
• A methodical approach to troubleshooting: you reproduce, isolate, and document instead of guessing
• 3+ years in IT administration, technical support, or a similar hands-on role supporting end users, fleets of devices, or IT systems
• Curiosity and adaptability. You enjoy learning new products and can move between chat, tickets, calls, and tools without losing sight of the bigger picture
• Hands-on experience with a mobile device management (MDM) or unified endpoint management (UEM) platform
• Strong working knowledge of macOS and iOS/iPadOS, plus experience with Windows (Android is a plus)
• Comfort in Terminal and PowerShell: reading logs, running commands, and understanding what a script does before you share it
• Working knowledge of identity providers and SSO (Microsoft Entra ID, Okta, SAML, SCEP/certificates)
• Experience with modern support and workflow tools, such as a help desk platform (Freshdesk, Plain, Zendesk) or an issue tracker (Linear, Jira)