--- title: 'Support Engineer, EMEA at Iru' canonical: 'https://feeny.ai/job/support-engineer-emea-iru-london-r638qggchqw0' type: 'job' last_seen: '2026-10-12' --- # Support Engineer, EMEA at Iru - **Company:** Iru - **Location:** London, United Kingdom - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-01 - **Last confirmed live:** 2026-10-12 - **Apply:** https://jobs.lever.co/iru/286182a9-a071-40d1-a84c-930de2ecbf75 ## Job description ## About Iru Iru is the AI-powered security & IT platform used by the world’s fastest-growing companies to secure their users, apps, and devices. Built for the AI era, Iru unifies identity & access, endpoint security & management, and compliance automation—collapsing the stack and giving IT & security time and control back. Iru is backed by some of the smartest investors in tech—General Catalyst, Tiger Global, Felicis, Greycroft, and First Round Capital. In July 2024, Iru raised $100 million from General Catalyst, valuing the company at $850 million. Customers include Cursor, Vercel, Bumble, Plaid, Glean, Apollo, Replit, and Mercor, and Iru partners with industry leaders such as ServiceNow and AWS. Iru was named to Forbes’ America’s Best Startup Employers 2025 list for employee engagement and satisfaction. 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 ## Benefits & Perks - Competitive salary - Hybrid work environment (3 days in office per week) - 100% private healthcare coverage reimbursement for individual and dependents - HealthShield Cash Plan - Nursery Salary Sacrifice Scheme - Workplace Pension (Employer 4%/ Employee 5% of gross salary) - 20 days PTO - Equity for full-time employees - Iru Wellness Week off first week in July - Up to 16 weeks paid leave for new parents - Paid Family and Medical Leave - Modern Health - Mental Health Benefits - Individual and Dependents - Fertility benefits - Working Advantage Employee Discounts - Gym membership - In-office lunch stipend provided - Exciting opportunities for career growth We are excited to be serving a significant need for a fast-growing market, and are proud of the high-performing team we have brought together so far. If you’re someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you. At Iru, we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences. Iru is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law. #LI-Hybrid ## About Iru ## Company Overview - **One-liner**: Iru provides an AI-powered, unified security and IT platform that collapses the traditional stack of point solutions for identity, endpoint management, and compliance automation. - **Entity Type**: Private (Funding Stage: Series D, $288.4M total raised) - **Headquarters**: Puerto De Pollença, Spain, with a significant U.S. presence in Miami, Florida [linkedin.com] - **Founded**: 2018 [linkedin.com] - **Founders**: Not publicly available in provided sources ## Core Business - **Primary industry**: Cybersecurity, IT Management, Compliance Automation - **Target customers**: B2B – IT and security teams in fast-growing companies (mid-market to enterprise); over 6,000 teams use the platform [iru.com/company/about] - **Mission**: Build a unified platform that works the way IT & security teams work, giving them time and control back [iru.com/company/about] ## Products & Services - **Iru AI**: Agentic layer that turns live signals into insights, orchestrates actions, and maintains audit-ready evidence [iru.com/meet-iru] - **Endpoint Security & Management (Unified Endpoint Management)**: Single agent to manage and protect every device, including Endpoint Detection and Response (EDR) and Vulnerability Management [iru.com/company/about] - **Compliance Automation**: AI-generated controls, adaptive evidence mapping, and a public security posture portal to stay audit-ready [iru.com/company/about] - **Identity & Access**: Passwordless access with device-bound passkeys tied to device posture – forms a trust fabric between users, devices, and authenticators [iru.com/meet-iru] ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metrics**: - **Total Funding**: $288.4M across six rounds [linkedin.com] - **Employees**: ~253 (as of mid-2026), with monthly growth of +2.6% [linkedin.com] - **Notable Investors/Partners**: Led by General Catalyst (Series D, $100M, July 2024); previous rounds led by Tiger Global Management, Felicis, and First Round Capital [linkedin.com] - **Growth Signals**: 6,000+ customer teams; headcount distributed across 6 countries; active job postings (26 open roles) despite a slight monthly decline [linkedin.com] ## Competitive Advantages - **Unified platform** that collapses the stack of separate IT and security tools – intelligence compounds across identity, endpoint, and compliance (the “Iru Context Model”) [iru.com/meet-iru] - **AI-native from day one** – agentic layer woven into every product for automated detection, response, and compliance evidence [iru.com/company/about] - **Built from first principles** – same team that created Kandji (leading Apple endpoint solution) applied abstraction and automation to a broader stack [iru.com/company/about] ## Strategic Focus - Continue expanding the unified platform for the AI era, leveraging the Iru Context Model and AI to further automate IT and security operations [iru.com/meet-iru] - Scale go-to-market internationally (presence in US, UK, Australia, Japan, France) [linkedin.com] - Deepen capabilities in identity, endpoint, and compliance while maintaining a single-agent, low-friction experience [iru.com/company/about] ## Why Work Here - **Culture**: Emphasizes hiring “drivers, not passengers,” humility, low ego, speed (days not weeks), and quality – they “part ways respectfully with unremarkable performers” [iru.com/company/careers] - **Remote/Hybrid**: Some roles (e.g., Operations Engineer in Miami) are listed as hybrid; likely a mix depending on location and team [jobs.lever.co] - **Perks & Benefits** [iru.com/company/careers]: - Competitive salary and equity - 100% medical, dental, and vision coverage for employees and dependents - Mental health support via Modern Health - Generous fertility benefit - 20 days PTO + 5 sick days - Retirement matching (401k/equivalent) - $5,000 employee referral bonus - Working Advantage employee discount program - **Engineering Culture**: High bar for talent, focus on first‑principles thinking, and building a platform that customers depend on [iru.com/company/careers] ## Sources 1. [iru.com/company/careers](https://www.iru.com/company/careers) 2. [iru.com/company/about](https://www.iru.com/company/about) 3. [iru.com/meet-iru](https://www.iru.com/meet-iru) 4. [linkedin.com/company/officiallyiru](https://linkedin.com/company/officiallyiru) 5. 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