Team Lead (Software Development Support)

About the role

Arctic Wolf Networks, Inc. (AWN) is seeking a Team Lead within our Software Development Support (SDS) organization. This leadership role sits at the intersection of Support, Product, and R&D-owning outcomes for complex, escalated customer-facing issues and ensuring clear prioritization, resourcing, and timely resolution across teams. You will lead, coach, and develop SDS engineers to solve hard problems across software, infrastructure, and cloud environments. You will set priorities, unblock the team, and ensure disciplined execution-driving cases to resolution through root-cause analysis, clear decision-making, and, where appropriate, enabling the team to contribute or coordinate code changes and partner fixes. You will own the escalation program's outcomes-defining intake paths, SLAs, and handoffs; partnering with Product, R&D, Support, and Problem Management; and continuously improving processes, observability, and automation so customer-impacting issues are rapidly diagnosed, prioritised, and driven to closure.

Responsibilities

• Own day-to-day SDS case intake/triage and execution: prioritise and maintain Jira hygiene; assign/rebalance cases; run daily standups/weekly reviews; monitor SLAs/aging/throughput and drive timely progress.
• Oversee the full software development life cycle.
• Ensure their teams is following ISMS regulations through acceptable use and secure coding practices.
• Lead stakeholder coordination and escalation quality: partner with Support/Product/R&D/PM; ensure clear problem statements, repro steps and telemetry; unblock engineers; manage customer/executive communications; capture learnings and drive process/tooling/automation improvements.
• Recruitment: Lead recruitment efforts for their team(s) for both full-time and co-op employees.

Requirements

• Bachelor's degree or foreign equivalent in Computer Science or related field, or equivalent combination of education and experience.
• 8+ years in software development or related role.
• Technical Experience (Preferred)
• 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)
• Experience with REST APIs
• 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 required to physically navigate the space.
• In the event of business travel, mobility is sufficient to use public and private transport and navigate to essential locations.
• May include moving or lifting 25 pounds or less (e.g., office chair, reams of paper).
• On-Camera Policy

Benefits

Additional Information

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 Team Lead to be part of making this happen.

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