Work In Tech

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 Shift Lead, Technology Operations Specialist to be part of making this happen.

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. We’re looking for a Shift Lead, Technical Operations to be part of making this happen.

About the Role:

The Shift Lead, Technical Operations is responsible for all day-to-day team operations of the Technical Operations team. The team delivers 24x7x365 detection, response, and customer engagement for our portfolio of services. The Shift Lead Technical Operations will own resolving tactical issues, customer escalations, ensure accuracy of shift handovers, and see to it that the shift is operating at the desired throughput and execution excellence. The Shift Lead will be responsible for the day-to-day operational SLO metrics attainment, prioritization of shift work, and acting as the escalation point for all Security Analysts and Engineers. This team member is a technical individual with a desire to lead a highly cohesive team and can act as a stand-in for all levels of triage.

The successful candidate is extremely well organized and has excellent communication skills. This team member is the first point of escalation for all shift team members and possesses the ability to effectively drive the assigned team to meet shift goals.

The Shift Lead Technical Operations will be part of a shift rotation of days, nights, and weekends, and will manage the tactical elements of both outbound and inbound triage and handovers. This team member will have clean and crisp hand overs to incoming shifts, and all customer escalations are handled proactively, promptly, and with the required level of urgency. This candidate will ensure that processes are adhered to and will help evolve the day-to-day aspects of the nuances of shift handovers.

This role reports to the Manager, Technical Operations and will provide effective feedback and suggestions on ways to improve. The ability to influence all different shift team members is a skill that this candidate possesses.

This role is a shift-based role that will average out to 40 hours / week comprised of various nights, weekends, and day shifts as part of a regular rotation.

As a Shift Lead, Technical Operations, you will:

• Manage the day-to-day escalations, shift handovers, and execution of the shift teams for both inbound and outbound triage.
• Strive to get the best out of each team member on shift by setting goals, measuring execution of the goals, providing feedback, and removing obstacles.
• Act as the escalation point for all tactical aspects of the role including customer escalations and internal communications.
• Facilitate with other Shift Leads, strong alignment, and cohesion across teams.
• Ensure all Technical Operations service level SLO’s are monitored, execute resourcefully when staffing requirements demand.
• Provides leadership during security events. Ensure that team members can perform their role effectively and follow the proper process to full success within the team delivering high value to customers. Additionally, it may be required to generate a report of major security incidents as assigned.
• Develop, enhance, measure, and leverage metrics to make better informed decisions on how to improve the shift throughput, cohesion, and adherence to SLOs.
• Understand volume-driven leading indicators and jump in when needed for any role that requires support while on shift.

We are looking for someone who has most of the following:

• Desire to lead technically minded individual contributors.
• Passion for Cybersecurity. Continually learning new attack vectors, new threats, and security framework expertise.
• Knowledge of industry adopted frameworks and methodologies (MITRE ATT&CK, CIS, NIST, ISO, PCI-DSS, etc.)
• Proven ability to rapidly analyze complex technical security threats and incident information to be able to communicate business-impacting risk to non-technical audiences.
• Ability to work independently, manage projects, and exercise judgement in reaching solutions.
• Strong verbal and written communication required. Must be able to articulate written information to customers.
• Team player – always looking out for peers, leaders, and other stakeholders within Arctic Wolf.
• A degree in Cybersecurity or equivalent and/or experience working and managing within a Security Operations Center or Network Operations Center.
• You will be required to attend training, seminars, conferences, and webinars relevant to
• job role to enhance current knowledge base and skill set to improve job performance and efficiency.

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
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• 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 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.
• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.