Senior Support Engineer

If youre looking for meaningful work smart teammates and the chance to make a real impact in a high-growth company thats redefining security operationsArctic Wolf is the right place for you!

Our mission is simple: End Cyber Risk. Were looking foraSoftware Development Support Engineer to be part of makingthishappen.

About the Role

Arctic Wolf Networks Inc. (AWN) is seeking a Software Development Support Engineer to join our Software Development Support (SDS) organization. This role operates at the intersection of Support Product and R&D owning complex escalated customer-facing issues that require deep technical analysis and engineering-level troubleshooting.

You will work endtoend on hard problems involving software infrastructure and cloud environmentsoften going beyond traditional support workflows. SDS engineers have access to source code internal systems and backend data and are empowered to drive issues to resolution including contributing code changes and partner fixes where appropriate.

This role plays a critical part in reducing disruption to core development teams by handling advanced troubleshooting reproduction diagnostics and resolution of customer-impacting issues.

Responsibilities Include:

• Own and drive complex escalated issues from intake through resolution Perform deep technical troubleshooting across software cloud and infrastructure layers Analyze logs metrics and telemetry across distributed systems Perform advanced debugging including:
• Application and service log analysis
• Memory dump and crash analysis (e.g. WinDbg)
• Performance tracing and system-level diagnostics
• Reproduce issues by building scripts automation and test environments Work across AWS Azure and local environments supporting Windows macOS and Linux Partner with R&D teams to log high-quality defects provide reproduction data and propose fixes Submit and review pull requests for fixes observability improvements and tooling Identify recurring issues and drive automation and process improvements Collaborate with Support Product Problem Management and Principal Engineers on large-scale investigations Contribute feedback to architectural designs diagnostics strategy and data flow improvements Document findings workflows and technical learnings to improve operational maturity

Environment and Physical Demands

• Work is primarily sedentary in nature and can be executed in sitting or standing positions in an office environment. Requires the ability to utilize technology including using a keyboard verbal communication and working with device screens that require visual acuity. If located in a company office mobility is required to physically navigate the the event of business travel mobility is sufficient to use public and private transport and navigate to essential locations. May include moving or lifting 25 pounds or less (e.g. office chair reams of paper).
• Security experience is preferred but not required. We provide comprehensive cybersecurity training during onboarding and throughout your career.

Qualifications

Bachelors degree or foreign equivalent in Computer Science or related field or equivalent combination of education and experience. 5 years in software development or related role.

Technical Experience (Preferred)

• Linux and multi-platform OS experience (Windows macOS Linux)
• Cloud platforms (AWS Azure)
• Observability tooling (Elastic Stack Kibana logging pipelines)
• Scripting and automation (PowerShell Python Bash Ruby)
• Databases and data platforms (MS SQL MySQL Athena Databricks)
• Containerized environments (Docker Kubernetes)
• Ticketing and collaboration tools (Zendesk Jira)
• Memory dump and performance analysis tools (WinDbg ETW/XPerf) Experience with REST APIs

About You

You are a technically curious engineering-minded problem solver who enjoys working on ambiguous and challenging issues.

You bring:

Strong troubleshooting skills across software and systems Experience reading debugging and modifying code Background in networking security or distributed systems Strong ownership mindsetcomfortable driving issues independently Excellent written and verbal communication skills Comfort working without scripted procedures

Please note: This role may involve on-call responsibilities and light travel.

On-Camera Policy

To support a fair transparent and engaging interview experience candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection improves communication and allows for full engagement from both candidates and interviewers. We understand that technical bandwidth or location-related challenges may occasionally prevent video use. If this applies candidates are required to notify us in advance so we can explore appropriate accommodations.

At Arctic Wolf we foster a collaborative and inclusive work environment that thrives on diversity of thought background and culture. This is reflected in our multiple awards including Top Workplace USA (2021-2025) Best Places to Work USA (2021-2025) Great Place to Work Canada (2021-2024) Great Place to Work UK (2024-2026) and Kununu Top Company Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction with over10000 customers worldwide and more than 2000 channel partners globally. As we continue to expand globally and enhance our technology Arctic Wolf remains the most trusted name in the industry.

Our Values

Arctic Wolf recognizes that success comes from delighting our customers so we work together to ensure that happens every day. We believe in diversity andinclusion andtruly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate thatby protectingpeoplesand organizations sensitive data and seeking to end cyber risk we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unityhere.

We also believe and practice corporate responsibility and have recently joined the Pledge 1% Movement ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

All wolves receive compelling compensation and benefits packages including:

Equity for all employees

Flexible annual leave paid holidays and volunteer days

Training and career development programs

Comprehensive private benefits plan including medical insurance for you and your family life insurance (3x compensation) and personal accident insurance.

Fertility support and paid parental leave

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race color religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law. Arctic Wolf is committed to fostering a welcoming accessible respectful and inclusive environment ensuring equal access and participation for people with disabilities. As such we strive to make ourentireexperience asaccessible as possible and provideaccommodationsas required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodationby emailing Hiring Pageto learn more about our application process.

Security Requirements

Conducts duties and responsibilities in accordance with AWNs Information Security policies standardsprocessesand controls to protect the confidentiality integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).

Background checks are required for this position.

This position may require access to information protected under U.S. export control laws and regulations including the Export Administration Regulations (EAR). Please note that if applicable an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.