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 Manager, Global Technical Operations to be part of making this/that happen.  

About The Role

The role provides leadership of Technical Operations Support and to contribute to a first class-customer support experience. The ideal candidate will have experience in supporting customers in a technical capacity, project, problem and incident management. A strong mindset for owning the outcome and driving technical customer outcomes. This person leads a team comprised of Support Engineers and will work alongside our support representatives to drive solutions to identified issues.

As a Manager, Global Technical Operations, You Will

• Define, outline and continually improve the customer experience with the goal of best-in-class customer experience. Drive prioritized customers critical issues on regular R&D backlog meetings and own the outcome until closure.
• Work cross functionally with incident management, program or product and R&D representatives to prioritise problem mitigation and solutions as it relates to customer service impact
• Use data and metrics to show the efficiencies and gaps of the technical support function and present metrics to leadership stakeholders, including SLI/SLO targets.
• Run support functions across greater support or security teams, which drive resolution to singular or escalated customer service items.
• Define, present and push for department goals to continually improve the functions within your leadership. This includes a plan to resolve and reduce open tickets counts through innovation and process.
• Contribute to and lead project workstreams aimed to improve the overall efficiency and quality of the support organization.
  
  

We’re Looking For Someone With Experience In

• Proven customer support experience in a large scale and diverse environment, with an emphasis on the use of incident and problem management processes, escalation procedures and related service management disciplines.
• Managing teams both directly and indirectly to influence customer outcomes and service availability.
• An understanding of Service Level Agreements, Objectives, Indicators and their application.
• Overall knowledge of various hardware and software platforms. Including those key to a Security organization.
• Technical background in security and networking.
• Experience with enterprise class security standards.
• Must bring a “Customer First” philosophy and history of building and working in organizations that delight customers and involve Mac, Windows, and Linux/UNIX Operating systems.
• Strong facilitative and team building skills.
• Experience working with a globally distributed, cross-functional engineering, product and operations team.
• Excellent command of English both oral and written. Bilingual is a plus with German or French.
  
  

Minimum Qualifications

• 3 year diploma in technical fields, or Bachelor’s degree in Engineering, Computer Science, or a related discipline; equivalent experience acceptable.
• 7 years of progressive networking, Service Management or IT experience.
  
  

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
• 28 days annual leave, 10 public holidays and paid volunteering days off
• Comprehensive private benefits plan including medical, mental health, dental, disability, and value-added services
• Pension Plan with employer contribution
• Robust Employee Assistance Program (EAP) with mental health service
• Employee Discount Program with Beneplace
  
  

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.