Support Engineer

LondonCOGS – Customer Support /Full-Time /Hybrid 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 Service Now 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  Okta Compliance: compliance automation and Trust CenterAPIs, 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…