Support Engineer ( L4 )

Job title: Support Engineer ( L4 )

RunwiththePack

At Arctic Wolf, we’re on a mission to end cyber risk.

We are a global leader in security operations, helping organizations stay resilient against evolving cyber threats through industry-leading security operations, threat intelligence, and a people-first approach to cybersecurity.

More than 3,000 Pack members across the world work together every day to protect our customers and empower security teams with new levels of speed, accuracy, and intelligence at scale. What sets us apart is our relentless focus on our customers, innovation at scale, and a collaborative culture where talented people can do meaningful work that truly makes a difference.

We’re constantly looking for talented people to join the Pack and help us take our performance to the next level.

About the Position:

At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you’ll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Gartner Peer Insights and IDC MarketScape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.

If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you!

Our mission is simple: End Cyber Risk. We’re looking for a Software Development Support Engineer to be part of making this happen.

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 end‑to‑end on hard problems involving software, infrastructure, and cloud environments—often 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 space. In 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

• Bachelor’s 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 mindset—comfortable 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. 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 Unity here.

• 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 our entire experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible.

• Security Requirements

• Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and 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.

Benefits

All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees

• 18 days annual leave, flexible holidays & festivals, and paid 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.

• A modern workplace in Bengaluru

• Security Requirements

• At Arctic Wolf, protecting our people, customers, and data is fundamental to how we operate. All employees are expected to uphold our commitment to security, privacy, and compliance by following internal information security policies, standards, and controls designed to safeguard the confidentiality, integrity, and availability of business, customer, employee, and other confidential information and to support compliance with applicable legal and regulatory requirements.

• Depending on the role and where permitted by applicable law, employment may be subject to background verification and additional regulatory, security, or compliance requirements, including obligations related to data protection and export control laws, and authorization requirements where applicable.