Support Engineer

Overview

In this role you will be the primary point of contact for customers, diagnosing and resolving complex issues across the Iru platform. You will collaborate with engineering and operate within a global, hybrid team to keep customers informed and supported. You’ll document findings to help future cases and improve self-service resources. This is a fast-paced, impact-driven role that helps customers regain control of devices, identity and compliance.

Pay / Benefits

• Hybrid work environment
• 100% private healthcare coverage
• Equity for full-time employees
• 20 days PTO
• New parent leave (up to 16 weeks)
• Mental health benefits

Responsibilities

• Resolve issues via chat, email, and video calls; manage tickets end-to-end
• Own ticket ownership from first contact to resolution, with clear updates
• Shape the customer experience with accurate, respectful guidance across products
• Troubleshoot across the platform: endpoint, identity, compliance, and APIs
• Investigate root causes by reviewing logs and reproducing issues in test env
• Collaborate with engineering to drive bug fixes with evidence
• Maintain composure under pressure and communicate calmly and precisely in busy times

Key requirements

• 3+ years in IT administration or technical support for end users or IT systems
• Strong macOS and iOS/iPadOS knowledge; Windows experience; Android a plus
• Hands-on experience with MDM/UEM platforms
• Working knowledge of identity providers and SSO (e.g., Microsoft Entra ID, Okta, SAML)
• Experience with endpoint security tools (EDR, vulnerability management)
• Familiarity with REST APIs and integrations
• Comfort with Terminal and PowerShell; ability to read and evaluate scripts
• Methodical troubleshooting approach; ability to reproduce, isolate, and document issues
• Clear writing and judgment in tone; ability to explain complex issues to busy IT admins
• Curiosity and adaptability to learn new products and switch contexts smoothly

• Empathy and patience
• Excellent written and verbal communication
• Cross-functional collaboration
• macOS
• iOS/iPadOS
• Windows

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