Support Engineer (L4)

Overview

Support Engineer (L4) in Arctic Wolf’s Software Development Support (SDS) organization, owning outcomes for complex escalated customer issues and driving resolution across teams.

What you'll do

• Lead day-to-day SDS case intake and triage, including prioritizing and maintaining Jira hygiene.
• Oversee execution and drive timely progress by monitoring SLAs, aging, and throughput.
• Run daily standups and weekly reviews for SDS case workflow and progress tracking.
• Oversee the full software development life cycle.
• Coordinate escalations with Support, Product, R&D, and Problem Management to ensure clear problem statements and repro steps.
• Own escalation program outcomes by defining intake paths, SLAs, and handoffs, and improving processes, observability, and automation.

What you'll need

• 3+ years of software development or a related role.
• Bachelor’s degree (or foreign equivalent) in Computer Science or a related field, or an equivalent education/experience combination.
• Experience with cloud platforms including AWS and/or Azure.
• Experience with observability tooling such as Elastic Stack and Kibana.
• Scripting and automation skills using PowerShell, Python, Bash, or Ruby.
• Experience with ticketing/collaboration tools such as Zendesk and Jira.
• Experience with REST APIs.

Details

• On-camera policy: candidates interviewing remotely are expected to be on camera for all video interviews.