Primary Responsibilities and Duties Independently monitor and maintain operational health of sensors and scanners in customer environments.Troubleshoot endpoint agent installation and connectivity issues using documented procedures; escalate advanced issues as needed.Resolve cloud sensor configuration and communication problems with minimal guidance.Triage customer requests, apply playbook-driven solutions, and recommend improvements based on findings.Revise troubleshooting documentation or playbooks when gaps are identified.Investigate and interpret moderately complex technical issues to identify solutions.Interact effectively with customers and internal teams to ensure timely resolution of issues.Mentor new team members on processes and troubleshooting techniques.Participate in after-hours coverage rotation for urgent support needs.Attend training sessions to expand technical knowledge and improve job performance.Key SkillsNetworking fundamentals (DHCP, DNS, VLANs).Familiarity with Windows, Linux, and Mac operating systems.Basic virtualization experience (VMware, Hyper-V).Cloud technologies (AWS, Azure).Strong troubleshooting and communication skills.Ability to follow structured processes and contribute to improvements.Minimum QualificationsCurrently enrolled in or recently completed a degree in IT/Cybersecurity OR 2 years of IT industry experience.Demonstrated interest in networking or cybersecurity.Customer-facing experience in any capacity.Preferred QualificationsCompTIA Network+ or Security+ certification.Experience with deployment tools (GPO, SCCM, Intune, Jamf).Familiarity with scripting (PowerShell, Bash).Environment and Physical Demands
May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper). About Arctic WolfAt 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 (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024),Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.Our ValuesArctic 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 and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and 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 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 employeesFlexible time off and paid volunteer daysRRSP and 401k matchTraining and career development programsComprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added servicesRobust Employee Assistance Program (EAP) with mental health servicesFertility support and paid parental leaveOn-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.Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, 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 ourentire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com.Security RequirementsConducts 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 AdministrationRegulations (“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.
