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Support Engineer (L4)
Arctic Wolf
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Software developmentCustomer-facing technical supportEscalation managementRoot-cause analysisCloud platformsAWS
Free
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Software developmentCustomer-facing technical supportEscalation management
Role Overview
Arctic Wolf is seeking a Developer 3 within its Software Development Support organization.
The role sits between Support, Product, and R&D and owns outcomes for complex escalated customer-facing issues.
The position leads, coaches, and develops engineers working across software, infrastructure, and cloud environments.
Key Skills for This Role
Software developmentCustomer-facing technical supportEscalation managementRoot-cause analysisCloud platformsAWS
Full Job Posting
About the Role
Arctic Wolf is seeking a Developer 3 within its Software Development Support organization.
The role sits between Support, Product, and R&D and owns outcomes for complex escalated customer-facing issues.
The position leads, coaches, and develops engineers working across software, infrastructure, and cloud environments.
Core Responsibilities
- Own daily case intake, triage, prioritization, assignment, and execution for Software Development Support.
- Maintain Jira hygiene, run standups and reviews, and monitor service-level agreements, aging, and throughput.
- Oversee the full software development life cycle.
- Coordinate with Support, Product, R&D, and Problem Management to improve escalation quality and resolution.
Escalation and Team Leadership
- Lead root-cause analysis and drive complex issues to resolution through decision-making, code changes, or partner fixes.
- Define escalation intake paths, service-level agreements, handoffs, and program outcomes.
- Coach engineers and ensure clear problem statements, reproduction steps, telemetry, and stakeholder communications.
- Lead recruitment for full-time and co-op employees.
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