Manager, Engineering - Endpoint - Sustaining

At Arctic Wolf, you will not just watch the cybersecurity industry evolve – you will help lead the change. Our global team is made up of people who thrive on solving complex problems, moving quickly, and building technology that protects organizations around the world. We are proud to be recognized by Forbes, CNBC, Fortune, CRN, Gartner Peer Insights, and International Data Corporation MarketScape. What matters most is the work behind these recognitions: delivering real outcomes for customers through award-winning innovation such as our Aurora Platform.

If you are looking for meaningful work, smart teammates, and the opportunity to make a real impact in a high-growth company that is redefining security operations, Arctic Wolf is the right place for you.

Our mission is simple: End Cyber Risk. We are looking for a Manager, Engineering (Software Development Support) to help achieve this mission.

The Manager, Engineering will contribute to our Software Development Support organization by leading a team responsible for resolving complex, escalated customer-facing issues while collaborating closely with Support, Product, and Research and Development teams. This role is critical in ensuring timely resolution, clear prioritization, and continuous improvement of processes that directly impact customer outcomes.

IN THIS ROLE, YOU WILL:

• Lead and manage a team of Software Development Support engineers to resolve complex software, infrastructure, and cloud-related issues
• Own case intake, triage, prioritization, and execution, ensuring queue hygiene and adherence to service level agreements
• Drive daily standups and weekly reviews to maintain operational discipline and high-quality outcomes
• Partner with Support, Product, Research and Development, and Problem Management teams to manage escalations effectively
• Ensure clear problem statements, reproducibility, and telemetry for faster diagnosis and resolution
• Oversee root cause analysis and ensure issues are driven to closure with accountability
• Enable coordination of fixes, including contributing to or facilitating code changes when required
• Define and improve escalation processes, intake paths, service level agreements, and handoffs
• Drive continuous improvements in observability, tooling, and automation
• Coach, mentor, and develop team members through regular one-on-one meetings and career development planning
• Manage administrative responsibilities including performance management, compensation, and budget approvals
• Lead recruitment efforts for full-time and early career hiring

YOU WILL BE SUCCESSFUL IN THIS ROLE IF:

• You have more than 10 years of experience in software development or a related field
• You have experience leading engineering or support engineering teams
• You have strong expertise in debugging complex systems across software, infrastructure, and cloud environments
• You have experience managing escalations and collaborating with Product, Support, and Engineering teams
• You demonstrate strong operational leadership, including managing service level agreements, prioritization, and execution
• You possess excellent communication skills, including handling executive-level escalations
• You have experience driving process improvements, automation, and operational efficiency
• You hold a Bachelor’s degree in Computer Science or a related field, or equivalent experience

Nice to have:

• Experience in cybersecurity or software as a service environments
• Familiarity with observability tools and modern cloud platforms
• Experience working in high-growth or fast-paced organizations

Do not meet all the requirements? That is okay. We still encourage you to apply. We have many opportunities and are always looking for strong talent.

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.

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 United States, Best Places to Work United States, Great Place to Work Canada, Great Place to Work United Kingdom, and Kununu Top Company Germany. Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand and enhance our technology, Arctic Wolf remains a 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 value the unique perspectives all employees bring to the organization. By protecting sensitive data and working to end cyber risk, we contribute to an industry that serves the greater good.

We celebrate diverse perspectives through our Pack Unity program and encourage employees to participate in or create new alliances.

We also believe in corporate responsibility and have joined the Pledge One Percent movement to give back to our communities.

All employees 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 equal to three times 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 applicable law. We are committed to fostering a welcoming, accessible, and inclusive environment.

Security Requirements

• Conduct duties in accordance with Arctic Wolf information security policies, standards, and controls
• Background checks are required for this position
• This role may require access to information protected under United States export control laws and regulations