Support Engineer ( L4 ) at Arctic Wolf in Bengaluru

Job description

#RunwiththePack At Arctic Wolf, we’re on a mission to end cyber risk . We are a global leader in security operations, helping organizations stay resilient against evolving cyber threats through industry-leading security operations, threat intelligence, and a people-first approach to cybersecurity. More than 3,000 Pack members across the world work together every day to protect our customers and empower security teams with new levels of speed, accuracy, and intelligence at scale. What sets us apart is our relentless focus on our customers, innovation at scale, and a collaborative culture where talented people can do meaningful work that truly makes a difference. We’re constantly looking for talented people to join the Pack and help us take our performance to the next level. About the Position: At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Gartner Peer Insights and IDC MarketScape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform. If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you! Our mission is simple: End Cyber Risk. We’re looking for a Software Development Support Engineer to be part of making this happen. About the Role Arctic Wolf Networks, Inc. (AWN) is seeking a Software Development Support Engineer to join our Software Development Support (SDS) organization. This role operates at the intersection of Support, Product, and R&D, owning complex, escalated customer-facing issues that require deep technical analysis and engineering-level troubleshooting. You will work end‑to‑end on hard problems involving software, infrastructure, and cloud environments—often going beyond traditional support workflows. SDS engineers have access to source code, internal systems, and backend data and are empowered to drive issues to resolution, including contributing code changes and partner fixes where appropriate. This role plays a critical part in reducing disruption to core development teams by handling advanced troubleshooting, reproduction, diagnostics, and resolution of customer-impacting issues. Responsibilities Include: Own and drive complex, escalated issues from intake through resolution Perform deep technical troubleshooting across software, cloud, and infrastructure layers Analyze logs, metrics, and telemetry across distributed systems Perform advanced debugging, including: Application and service log analysis Memory dump and crash analysis (e.g., WinDbg) Performance tracing and system-level diagnostics Reproduce issues by building scripts, automation, and test environments Work across AWS, Azure, and local environments supporting Windows, macOS, and Linux Partner with R&D teams to log high-quality defects, provide reproduction data, and propose fixes Submit and review pull requests for fixes, observability improvements, and tooling Identify recurring issues and drive automation and process improvements Collaborate with Support, Product, Problem Management, and Principal Engineers on large-scale investigations Contribute feedback to architectural designs, diagnostics strategy, and data flow improvements Document findings, workflows, and technical learnings to improve operational maturity Environment and Physical Demands Work is primarily sedentary in nature and can be executed in sitting or standing positions in an office environment. Requires the ability to utilize technology, including using a keyboard, verbal communication, and working with device screens that require visual acuity. If located in a company office, mobility is r