Technical Support Analyst

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. 

Our mission is simple: End Cyber Risk. We’re looking for a Technology Operations Analyst to be a part of making this happen.

This role is a 6-month term with possible extension, and will work up to 36 hours per week from your home office in the greater Sydney area. The working schedule will include some evenings and weekend hours required. There is the option of Sunday-Thursday or Tuesday-Saturday. If a candidate wanted to work both Saturday and Sunday, we would be open to discuss that scenario.

The Technology Operations Analyst is a front-line Operations Center role, supporting our security services around the world. TheTechnology Operations Analyst troubleshoots product issues faced by customers, escalating to our Pack Support team as needed. This role is customer facing, as you will be dealing directly with customers and their issues. The Network and Technology Operations Analyst is responsible for providing expert, professional and skills support for the various Arctic Wolf products in our customer environments.

As a Technology Operations Analyst, you will troubleshoot and resolve various customer-facing issues including:

• Operational health of sensors and scanners in customer environments.

• End-point agent installation and operational issues.

• Cloud sensor configuration and communication issues.

• Support customers experiencing difficulties with our products via phone and online support tools.

• Triage customer requests, apply playbook driven solutions, document any new issues that are found with troubleshooting to solutions.

• 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.

• Understand the processes and systems Arctic Wolf uses, this will be critical in helping customers in support requests.

• Provide after-hours coverage for emergency situations.

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

• 1+ years industry experience or equivalent training; Helpdesk, System Admin, Network Security, or Cybersecurity roles are a plus

• Have a basic technical understanding in three (3) of the following

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

• Perimeter – firewalls, IDS, IPS, UTM, WAF, Gateways, Proxys, Mail Servers, etc

• Authentication – AD, SSO, MFA, etc

• IaaS – cloud services, AWS, Azure, GCP

• End Point – MDM, EDR, EPP, AV

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

• Participation in CTFs, home labs, or THM / HTB / Immersive Labs, etc. highly desirable

• Demonstrable writing, speaking, and customer service skills

• A willingness to learn and continuous self-improvement

• A four year degree in cybersecurity or technology is a plus

• Cybersecurity related certifications are highly desirable (ex: GSEC, Security+, Network+, CCNA, CySA+, Pentest+, SSCP, ISC2 CC, GCP, AWS, etc.)

• Must be willing to work in office

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 

·       Training and career development programs 

·       Comprehensive private benefits plan including medical, mental health, dental, disability, and value-added services 

·       Robust Employee Assistance Program (EAP) with mental health service 

·       Fertility support and paid parental leave 

·       Superannuation Fund that Arctic Wolf pays into

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.