Manager, Technical Operations

At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations. 

About the Role:

The Manager, Technology Operations manages a team that provides front line Operations Center roles, supporting our security services around the world. This team troubleshoots product issues faced by customers.

As a Manager, Technical Operations you will:

• Proactively identify and/or participate in global technical challenges, performance bottlenecks, and vulnerabilities within the security sensor fleet and security software products.

• Lead and conduct in-depth analysis to root out complex issues and provide innovative solutions that enhance the performance, stability, and security of Arctic Wolf’s products.

• Collaborate with R&D and S2 to resolve critical incidents and improve system reliability.

• Engage with customer-facing teams to understand customer and internal feedback and incorporate improvements into operational workflows.

• Lead the design, development, and implementation of automated solutions to streamline various operational tasks across the security sensor fleet and security software products.

• Collaborate with cross-functional teams to identify areas for automation, develop business cases, and prioritize automation initiatives.

• Continuously assess and enhance operational workflows and processes to increase efficiency and reduce manual effort.

• Serve as a subject matter expert in areas of automation, problem-solving, and technical security operations.

• Mentor and guide junior engineers, sharing expertise, promoting best practices, and fostering a culture of continuous learning.

• Work closely with software development teams to influence the design and architecture of new features with a focus on maintainability, scalability, and operability.

We are looking for someone who has most of the following:

• Ability to hire, train, develop, and manage a team of Cybersecurity professionals.

• Strong communication skills and easily interact with a variety of different people and personalities.

• Success in this role depends on the effective handling of customer found issues and running them to solution.

• Ability to model calm problem resolution and diplomatic collaboration with various internal and external constituencies.

• Understanding of SOC requirements

• Hands-on knowledge of Operations Center technologies and processes

• Bachelor’s degree or equivalent

• 5 + years’ experience in a Cybersecurity roles  

• And preferably, 3-5 years’ experience in customer-facing role

About Arctic Wolf

At 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 Values  

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 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 time off and paid volunteer days 

• RRSP and 401k match 

• Training and career development programs 

• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services 

• Robust Employee Assistance Program (EAP) with mental health services 

• 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 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 our entire 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 [email protected].  

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 laws and regulations.