Work In Tech

Position Overview and Objective

First level Security Operations Center role, supporting our security services around the world. The ITA is an internal triage analyst who assesses inbound security data and communications, dealing with straightforward tasks and escalating to our Security Engineers as needed. This role also leverages network troubleshooting skills to assist customers in finding resolutions to their technical issues.

Primary Responsibilities and Duties

Leverage IT infrastructure and networking knowledge and skills to independently identify security incidents. Seek assistance from peers if required.

Review customer alerting configurations to ensure that the system is operating effectively. Independently change or customize suppressions based on identified customer needs.

Resolve any issues by leveraging own knowledge and/or documented procedures and playbooks.

Investigate end-point agent installation and operational issues.

Troubleshoot and resolve operational health of sensors and scanners in customer environments. Resolve cloud sensor configuration and communication issues.

Triage customer requests, apply playbook driven solutions, and initiate potential incident investigations through assignment to security engineers. Provide recommendation to improve procedures and processes based on knowledge and experiences with autonomy. Revise playbook solutions as needed based on findings. Independently interpret and diagnose complex issues in order to identify solutions.

Interact with a variety of different people and personalities with effective dispatch of both security and communication triage events to the correct persons in a timely manner.

Understand the processes and systems Arctic Wolf uses in order to adequately handle customer requests. Continuously drive to learn new aspects of the security business.

Identify opportunities to improve runbooks required to aid in expanding the knowledge of the team.

Mentor new Triage team members as needed on process or to resolve issues using own knowledge.

You will be required to attend trainings, seminars, or webinars relevant to job role to enhance current knowledge base and skill set in order to improve job performance and efficiency.

Key Skills

Security basics

Malware knowledge

Network Routing and Switching knowledge

Virtual environment experience with VMware or Hyper-V

Firewalls and IDS/IPS

Linux, Windows, Mac operating systems

Windows and Active Directory

Cloud technologies including AWS, Azure

MCSE or Active Directory MCP certificates an asset

Key Competencies

Minimum Qualifications

Currently enrolled in (or recently completed) a BSc degree in Computer Science or College program in a Cybersecurity discipline OR 2 years in the IT industry.

Demonstrated passion in networking or cybersecurity.

Customer-facing experience in any fashion.

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 recruiting@arcticwolf.com.

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.