Staff Software Development Support Engineer

About the role

Arctic Wolf Networks, Inc. (AWN) is seeking a Staff Software Development Support Engineer to join our Software Development Support (SDS) organisation. As a senior individual contributor, you set technical direction for complex customer-impacting investigations, lead escalations, and raise the bar for diagnostics and operability across Product and R&D. You operate end‑to‑end on the hardest problems spanning software, infrastructure, and cloud. You guide technical approach, shape observability and diagnostics strategy, and coordinate cross-team execution to accelerate root‑cause identification and durable fixes-including authoring or reviewing critical PRs when appropriate. Beyond resolving incidents, you mentor SDS engineers, lead technical design and postmortem reviews, and drive systemic improvements that eliminate classes of defects and reduce toil across teams. 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 Kernel debugging (Windows, Mac, Linux - in that order) 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 Please note: This role may involve on-call responsibilities and light travel. About You You are a technically curious, engineering-minded problem solver who enjoys working on ambiguous and challenging issues. You bring: Strong troubleshooting skills across software and systems Experience reading, debugging, and modifying code Background in networking, security, or distributed systems Strong ownership mindset-comfortable driving issues independently Excellent written and verbal communication skills Comfort working without scripted procedures Technical Experience (Preferred) Linux and multi-platform OS experience (Windows, macOS, Linux) Cloud platforms (AWS, Azure) Observability tooling (Elastic Stack, Kibana, logging pipelines) Scripting and automation (PowerShell, Python, Bash, Ruby) Databases and data platforms (MS SQL, MySQL, Athena, Databricks) Containerized environments (Docker, Kubernetes) Ticketing and collaboration tools (Zendesk, Jira) Memory dump and performance analysis tools (WinDbg, ETW/XPerf) Experience with debugging AM-PPL kernel driver Experience with REST APIs Security experience is preferred but not required. We provide comprehensive cybersecurity training during onboarding and throughout your career.