Support Engineering Manager, Iru
EMEA
5 days a week in office
Apple device management platform
Be an early applicant
Apple device management platform
201-500 employees
Be an early applicant
5 days a week in office
201-500 employees
Company mission
To harmonize technology and security through innovative software that powers secure and productive global work.
Role
Who you are
- Four or more years of experience in customer support and technical troubleshooting with demonstrated expertise in device management, MDM/EMM/UEM platforms, or enterprise IT support
- Technical proficiency with Apple Business Manager, mobile device management concepts, and enterprise Apple device deployment. Experience with support platforms like ticketing systems, bug-tracking systems, and CRMs is essential, and equivalent experience with Unified Endpoint Management (UEM) platforms such as Microsoft Intune, Omnissa, or other enterprise mobility management solutions is highly valued
- Leadership experience in mentoring technical teams, managing escalations, and driving process improvements in a customer-facing environment
- Strong communication skills—Ability to explain complex technical concepts clearly to both team members and customers, with excellent written and verbal communication abilities
- Customer-focused mindset—Passion for delivering exceptional customer experiences and solving challenging technical problems with patience and empathy
- Adaptability—Comfortable working in a fast-paced environment, quickly learning new technologies, and adjusting priorities during high-volume support periods
- Skilled in shell scripting and the macOS command line—comfortable using Terminal to execute commands or run scripts
What the job involves
- 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 be the mentor to our team of Support Engineers and the point of escalation for any obstacles. You'll also act as the voice of the customer by sharing customer feedback and insights with our product team and reporting issues to our engineers
- We pride ourselves on creating world-class experiences for our customers. Our customers rely on Iru to ensure their devices are managed and secured properly, and when they have questions, we're committed to providing the best support interaction possible. Our team's top priority is making our customers' lives easier by ensuring their experience with Iru is both reliable and straightforward
- The ideal candidate must be able to work in our 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. Please note that relocation assistance is not available for this role at this time
- Lead and mentor the support team: Guide support engineers through complex technical challenges, provide coaching on customer communication best practices, and help develop their technical skills
- Provide technical guidance: Share expertise in device management, MDM solutions, and Iru's platform capabilities to help both team members and customers achieve their goals
- Quality assurance and coaching: Monitor support interactions to ensure adherence to SLAs and customer satisfaction scores, providing feedback and training to maintain service excellence
- Team performance management: Support the team in maintaining high standards by monitoring adherence to performance metrics, ensuring consistent attendance, and helping team members stay current with administrative responsibilities and requirements - we don’t manage purely on metrics, but do understand and appreciate how metrics impact the customer experience
- Leverage modern tech stack tools: CRM platforms, ticketing systems, software development tools, and project management solutions to streamline operations and enhance team productivity
Salary benchmarks
Our take
Device and application management is essential for the maintenance of an IT stack, with particular emphasis on frequent updating and compliance. This can be a laborious and repetitive task, so management software exists to automate these processes. However, existing solutions are generally aimed towards IT departments running on Windows.
Iru, formerly Kandji, provides a mobile device management platform that facilitates the remote maintenance of Apple-based IT stacks. Users can manage IT devices, applications, networking and compliance within a zero-touch automation system. The need for this service in companies using Apple hardware is clear: it has been adopted by major enterprises such as Belkin, Crunchbase and Notion.
As the Apple device management market is also expanding at speed, Iru is well poised to continue its run of success. It has raised significant funding across several rounds, the latest of which came in 2024 and helped it launch its new AI-powered unified IT and security platform. This new product signifies a new approach to IT and security management and exemplifies Iru's ability to continuously innovate its market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2024
$100m
SERIES D
Nov 2021
$100m
SERIES C
Total funding: $288.4m
Company benefits
- Health Coverage - 100% individual and dependent medical + dental + vision coverage
- Flexible Spending Account
- Equity for full-time employees
- New MacBook Pro and software setup
- Exciting opportunities for career growth
- An outstanding, inclusive culture
- 4% 401k company match
- Monthly Uber Eats meal credit
- $1,000 Home Office Equipment Stipend
- $50 monthly Internet reimbursement
- Equipment discounts
- Week long company shutdown, first week of August
- 10 Health and Wellness Days
- 12 weeks of Paid Parental Leave
- 14 Holidays
Company HQ
Downtown San Diego, San Diego, CA
Leadership
Adam Pettit
(Founder & CEO)They started their career in Solutions at Apple before working as President of AMP Consulting and spending 9 years as CEO of Interlaced, which they founded. They left to found Kandji in 2018 as CEO.
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