What are the responsibilities and job description for the Manager, Support Engineering, EMEA position at Kandji?
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 Notion, Cursor, Lovable, 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 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.
What You'll Do
- 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
What You'll Bring
- 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
Benefits & Perks
Competitive salary- 100% private healthcare coverage reimbursement for individual 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
- Equity for full-time employees
- Iru Wellness Week off first week in July
- Up to 16 weeks paid leave for new parents
- Paid Family and Medical Leave
- Modern Health - Mental Health Benefits - Individual and Dependents
- Fertility benefits
- Working Advantage Employee Discounts
- Gym membership
- Lunch 5 Days/Week
- Exciting opportunities for career growth
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.