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Senior Support Engineer ( L4 )

Arctic Wolf
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 months ago
Software development supportAdvanced software and systems troubleshootingCloud and distributed systemsAWS and AzureWindows, macOS, and LinuxLog, metrics, and telemetry analysis

Full Job Posting

About the Role

Join Arctic Wolf's Software Development Support organization at the intersection of Support, Product, and R&D.

Own escalated customer-facing issues requiring deep technical analysis and engineering-level troubleshooting.

Work end-to-end across software, infrastructure, and cloud environments, with access to source code and backend data.

Responsibilities

  • Drive complex issues from intake through resolution and troubleshoot software, cloud, infrastructure, and distributed-system problems.
  • Analyze logs, metrics, telemetry, memory dumps, crashes, performance traces, and system diagnostics.
  • Reproduce issues using scripts, automation, and test environments across AWS, Azure, Windows, macOS, and Linux.
  • Partner with R&D on defects, reproduction data, fixes, pull requests, observability improvements, and tooling.
  • Identify recurring issues, improve processes, and collaborate on large-scale investigations and diagnostics strategy.
  • Document findings, workflows, and technical learnings to improve operational maturity.

Qualifications

  • Bachelor's degree or foreign equivalent in Computer Science or a related field, or equivalent education and experience.
  • Five or more years of experience in software development or a related role.
  • Strong troubleshooting, code debugging, code modification, ownership, communication, and independent problem-solving skills.
  • Background in networking, security, or distributed systems is required.

Preferred Technical Experience

  • Linux and multi-platform operating system experience is preferred.
  • Cloud platforms, Elastic Stack, Kibana, logging pipelines, scripting, databases, Docker, Kubernetes, ticketing tools, and REST APIs are preferred.
  • Memory dump and performance analysis tools such as WinDbg and ETW/XPerf are preferred.
  • Security experience is preferred but not required; cybersecurity training is provided.

Work Expectations

  • The role may include on-call responsibilities and light travel.
  • Work is primarily sedentary and may occur in an office environment when located at a company office.

Security Requirements

  • Duties must follow Arctic Wolf information security policies, standards, processes, and controls.
  • Background checks are required for this position.
  • Access to export-controlled software or technology may require authorization under applicable U.S. export control laws.

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