Manager, Support Engineering, EMEA
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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.
The Opportunity
As the Manager, Support Engineering, EMEA at Iru, you will lead our support team that works directly with our customers to make sure they’re happy, productive, and set up for success. You will mentor a team of Support Engineers, act as the point of escalation for obstacles, and voice customer feedback to the product team.
What You’ll Do
* Lead and mentor the support team: guide support engineers through complex technical challenges and develop their technical skills.
* Provide technical guidance: share expertise in device management, MDM solutions, and Iru’s platform capabilities.
* Quality assurance and coaching: monitor interactions to ensure adherence to SLAs and customer satisfaction scores.
* Team performance management: support the team in maintaining high standards, monitor metrics, and ensure consistent attendance.
* Leverage modern tech stack tools: use CRM platforms, ticketing systems, and project management solutions to streamline operations.
What You’ll Bring
* Four or more years of customer support and technical troubleshooting experience.
* Technical proficiency with Apple Business Manager, mobile device management concepts, and enterprise Apple device deployment.
* Leadership experience in mentoring technical teams and driving process improvements.
* Strong communication skills: explain complex technical concepts clearly to team members and customers.
* Customer‑focused mindset: passion for delivering exceptional customer experiences.
* Adaptability: comfortable working in a fast‑paced environment and adjusting priorities during high‑volume periods.
* Skilled in shell scripting and the macOS command line: comfortable using Terminal to execute commands or run scripts.
Benefits & Perks
* Competitive salary
* 100% private healthcare coverage reimbursement for individuals and dependents
* HealthShield Cash Plan
* Workplace Pension (employer 4% / employee 5% of gross salary)
* 20 days PTO
* Flexibility to work from anywhere for up to 30 days per year
* Iru Wellness Week the first week in July
* Equity for full‑time employees
* Lunch 5 days/week in office
* Up to 16 weeks of paid leave for new parents
* Paid Family and Medical Leave
* Modern Health mental health benefits for individuals and dependents
* Fertility benefits
* Working Advantage employee discounts
* Gym membership
* Commuter benefits
* Exciting opportunities for career growth
Location
London (Liverpool St.) office. 5 days a week, Monday through Friday, 7:00 AM to 4:00 PM GMT. Flexibility in start time may be available for the right candidate. Relocation assistance is not available for this role at this time.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
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.
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