Staff Support Engineer ( L4 )

Arctic Wolf; Bengaluru; On-site; INR 4,500,000 - 6,500,000; Full time

Benefits offered by this job

Equity for all employees

Flexible annual leave

Training and career development

Private medical insurance for you and/

Fertility support and parental leave

Job summary

Arctic Wolf Networks, Inc. is hiring a Staff Software Development Support Engineer to lead high‑impact investigations and coordinate cross‑team efforts across software, cloud, and infrastructure.

You will mentor peers, drive observability strategy, and contribute to durable fixes while guiding technical design and postmortems. You will troubleshoot across Linux/Windows/macOS, AWS/Azure, and on‑prem environments, analyzing logs and performance data, authoring scripts, and reviewing code changes

Qualifications

• Bachelor’s degree in Computer Science or related field or equivalent experience.
• 10+ years in software development or related role.

Responsibilities

• 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 memory dump and crash analysis, tracing, kernel debugging, and scripting for reproduction and environments.
• Work across AWS, Azure, and local environments supporting Windows, macOS, and Linux.
• Partner with R&D teams to log defects with reproduction data and propose fixes.
• Submit and review PRs 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.
• Document findings, workflows, and learnings to improve operational maturity.

Skills

Troubleshooting

Code reading & debugging

Networking & security

Ownership mindset

Communication (written & verbal)

Procedural adaptability

Education

Bachelor’s degree in Computer Science or related field

Tools

Elastic Stack

Kibana

Logging pipelines

PowerShell

Python

Bash

Ruby

Docker

Kubernetes

WinDbg

ETW/XPerf

REST APIs

Job description

About the Role

Arctic Wolf Networks, Inc. (AWN) is seeking a Staff Software Development Support Engineer to join our Software Development Support (SDS) organisation. As a senior individual contributor, you set technical direction for complex customer‑impacting investigations, lead escalations, and raise the bar for diagnostics and operability across Product and R&D. You operate end‑to‑end on the hardest problems spanning software, infrastructure, and cloud. You guide technical approach, shape observability and diagnostics strategy, and coordinate cross‑team execution to accelerate root‑cause identification and durable fixes—including authoring or reviewing critical PRs when appropriate. Beyond resolving incidents, you mentor SDS engineers, lead technical design and postmortem reviews, and drive systemic improvements that eliminate classes of defects and reduce toil across teams.

Responsibilities

• 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
• Kernel debugging (Windows, Mac, Linux - in that order)
• 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

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

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 debugging AM-PPL kernel driver
• Experience with REST APIs
• Security experience is preferred but not required

Qualifications

Bachelor’s degree or foreign equivalent in Computer Science or related field, or equivalent combination of education and experience.

10+ years in software development or related role.

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).

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.

Company Culture

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture.

Our values: We recognize 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 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 a 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 an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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.

All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees. Arctic Wolf is focused on building a workforce that is diverse and inclusive.

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.

If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-272-8429 and asking to speak to Recruiting, or by emailing [e-mail].