Pack Support Specialist
Arctic Wolf
Kitchener-Waterloo, Ontario, Canada
6d ago

About the Role :

Arctic Wolf Networks, Inc. (AWN) is looking for a Support Specialist. This is not your typical Support role. A Pack Support Specialist is very technical and works directly with R&D to support the software and infrastructure needed to deliver and maintain a quality and secure service for our clients.

You will work closely with our developers, security services engineers, product managers, architects and customer success managers to ensure our product meets the needs of our clients.

Our offering includes software and hardware and you will work with both to solve complex, impacting issues with urgency, and triage issues to hand off to subject matter experts.

Responsibilities :

Represent R&D and Pack Support to key stakeholders

Own and action incoming requests from internal stakeholders

Document knowledge

Work with R&D on critical or time sensitive issues

Identify bug or code issues

recommend or submit code fixes on behalf of R&D

Analyze incoming alerts based on different endpoints; Physical or Virtual devices

Prioritize incoming alerts and manage personal workload

Ability to run an investigation to completion, leveraging your communication skills and ability to make complex technical issues simple to understand.

Detect problems with alerts or alert thresholds, work with team members at all levels, drive a remediation plan and communicate effectively with all parties through to completion.

Steer complex investigations within your area of expertise, and leverage your knowledge to engage the other experts within other disciplines appropriately

Determine efficiencies or areas of improvement for repeatable tasks

Ability to coach and mentor other team members to share knowledge and expertise

Continuously broaden your troubleshooting expertise and depth within a set competency

Arctic Wolf is a fast-growing company, and all candidates should expect to work with many teams within Arctic Wolf, including engineering, operations, sales, marketing, and executive management.

A positive can-do attitude is a must. A willingness to learn and continuous self-improvement is critical. An ability to deal with uncertainty is a positive.

Please note that this role will require some light travel as well as occasional on call duties when needed.

Required Skills and Experience :

Independent, accountable, and enjoys technical challenges

Attention to detail and effective time management

Excellent written and oral communication skills

Excited by opportunities to learn new technologies and work without a script

1+ years as a Network Admin, System Admin, Cloud Admin, or similar is strongly preferred

Have technical competency in two (2) of the following

Networking common protocols, server / client infrastructure, routers, switches, WAPs, etc

Authentication AD, SSO, MFA, etc

IaaS cloud services, AWS, Azure, GCP

SaaS collaboration tools including O365, GSuite, Box, Salesforce, Workday, etc

UNIX - Ubuntu (preferred) or experience with other CLI variants

Experience working in a Network Operation Center or incident response teams

Analyze log and system data from the above list and other IT systems

Development experience in Python, Go or Java

Scripting tools and languages such as Python, Bash, and Power Shell is a bonus

Understanding of vulnerability / CVE identification and framework on Windows / MAC and Linux an asset

Experience working with incident identification and escalation

There are no specific degree or certification requirements but degrees in engineering or technology are a plus.

Working at Arctic Wolf :

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day.

We believe in diversity and inclusion, and truly value the unique qualities all employees bring to the organization. And we appreciate that by protecting people’s and organizations’ sensitive data we get to work in an industry that is fundamental to the greater good.

All wolves receive compelling compensation and benefits packages, including :

  • Equity for all employees
  • Paid parental leave
  • Training and career development programs
  • If you're excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply anyway.

    We review all applications and still may consider you the right person for the role or have another open position where you’re the perfect fit.

    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 that ensures equal access and participation for people with disabilities.

    Please let us know if you require any accommodations by emailing .

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