layiq
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
Loading LAYIQ…From Iru's posting. “We” and “our” refer to the employer.
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.
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:
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.
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.
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.
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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