Support Engineer (IT Security)

Location: London, UK; hybrid schedule with office attendance near Liverpool Street on Tuesdays, Wednesdays, and Thursdays, and remote work on Mondays and Fridays. Working hours are 7:00 AM–4:00 PM UK time.

Company

hirify.global provides a platform for IT and security teams to manage devices, identity, and compliance in one place.

What you will do

• Resolve customer issues through chat, email, and scheduled video troubleshooting calls.
• Own support tickets from the first response through resolution, maintaining clear updates and accurate statuses.
• Troubleshoot endpoint, identity, compliance, API, and integration issues across the hirify.global platform.
• Read device, agent, and browser logs, reproduce issues in test environments, and identify root causes.
• Work with engineering and product teams to provide evidence and drive bug fixes.
• Communicate clearly and calmly with customers during complex or high-impact incidents.

Requirements

• 3+ years of experience in IT administration, technical support, or a similar hands-on role.
• Strong working knowledge of macOS and iOS/iPadOS, plus experience with Windows.
• Hands-on experience with an MDM or UEM platform.
• Working knowledge of Microsoft Entra ID, Okta, SSO, SAML, SCEP/certificates, endpoint security, EDR, vulnerability management, REST APIs, and integrations.
• Comfort using Terminal and PowerShell to read logs, run commands, and understand scripts.
• Methodical troubleshooting skills, clear technical writing, sound judgment, curiosity, and adaptability.

Nice to have

• Apple or Microsoft endpoint certifications.
• Exposure to SOC 2 or ISO 27001 compliance frameworks.
• Experience with Freshdesk, Plain, Zendesk, Linear, or Jira.
• Experience supporting enterprise customers through complex, multi-team technical issues.

Culture & Benefits

• Global support coverage across North America, EMEA, and APAC.
• Customer support is measured by satisfaction, technical accuracy, communication, responsiveness, ticket ownership, and reliability.
• Hybrid work arrangement with defined office and home-working days.