Senior Manager-Technical Operations

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, Bartner 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 Senior Manager, Technical Operations to be part of making this/that happen.

Position Overview and Objective

The Senior Manager, Technical Operations provides strategic leadership for Technical Operations Support, ensuring a world class customer experience through operational excellence, technical expertise, and cross functional alignment. This role oversees multiple technical support teams, drives escalated customer outcomes, and leads initiatives that increase efficiency, quality, and service availability. The ideal candidate has deep experience in technical customer support environments, problem and incident management, scaling operational processes, and advancing organizational performance across distributed teams.

Responsibilities

Lead and scale Technical Operations Support teams, ensuring delivery of high quality and timely technical support to customers

Oversee complex or escalated customer issues, partnering with R&D, Product, Incident Management, and Security teams to drive solutions to closure

Use operational metrics, trends, and SLO/SLI performance to guide decisions, identify gaps, and present insights to senior leadership

Drive cross functional collaboration to prioritize and resolve customer-impacting issues while improving long term service stability

Develop and execute department goals, including strategies to reduce ticket volume, improve response quality, and enhance team efficiency

Lead resource planning across 24x7 support operations, ensuring global coverage and capacity for critical workstreams

Build, mentor, and performance manage a high performing technical support organization, developing future leaders and promoting continuous improvement

Sponsor and lead major projects or workstreams aimed at advancing support capabilities, tooling, and customer experience

Communicate clearly with customers, executives, and internal stakeholders on incident impact, service health, and operational updates

Represent Technical Operations in operational reviews, company-wide initiatives, and senior-level meetings, providing data-driven updates and planning input

Experience & Requirements

10 years of progressive experience in networking, IT, service management, or technical support operations

5 years of people leadership experience, including managing managers or multi-level teams.

Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field; equivalent experience acceptable

Extensive experience in technical customer support environments, including incident and problem management practices

Strong leadership abilities managing multi-level or global teams with a focus on performance management and operational scale

Proficiency leveraging operational metrics, SLIs, SLOs, and service health indicators to influence decision-making

Broad knowledge of hardware, software, networking, and security technologies

Technical understanding of enterprise security standards, architectures, and operating systems

Ability to navigate and influence cross-functional environments including Product, Engineering, IT, and Security organizations

Strong facilitation, communication, team-building, and conflict resolution skills

Experience working with geographically distributed technical teams

Demonstrates strong ownership mindset and accountability for customer and business outcomes

Excels in driving solutions for complex, ambiguous, or multi-team technical issues

Identifies trends proactively, recommends solutions, and leads execution through completion

Communicates clearly, listens actively, and adjusts messaging for diverse audiences

Nice to Have:

Experience leading global technical support or operations teams in a high-growth environment

Background in cybersecurity or supporting enterprise-scale security platforms

Demonstrated success scaling support processes, tooling, or automation

Proficiency with modern service management frameworks and enterprise-class support tools

Fluency in additional languages such as German or French

On-Camera Policy

To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.

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 (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024-2026), and Kununu Top Company – Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to 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.

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 India wolves receive compelling compensation and benefits packages, including:

Equity for all employees

Flexible annual leave, paid holidays and volunteer days

Training and career development programs

Comprehensive private benefits plan including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.

Fertility support and paid parental leave

Employee Assistance Program

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.